Customer Interactions Specialist

Join our team as a CUSTOMER INTERACTIONS SPECIALIST

A Customer interactions specialist at Luminor supports all the organization in developing, implementing and continuously improving interactions with our customers in various channels, with emphasis on direct marketing communications, ensures that activities are completed on time, within budget, and meet client expectations in superb experience.

Responsibilities:

• Executing customer interactions at Luminor (e.g. lifecycle, compliance, legal communications) and direct marketing communications through SMS, e-mail, ATM and other direct channels, in given capacity, while focused on providing highest value to Luminor customers
• Reaching individual quarterly/annual goals and OKRs as set by team lead and/or unit manager
• Working with and providing support to Retail, Corporate, Compliance and other Luminor departments and functions by facilitating customer interactions, providing clear deadlines and requirements to execute customer interactions tasks, and informing relevant stakeholders of any significant potential or real obstacles
• Proactively participate in customer interactions and marketing campaign communications planning and development in various forums by providing reporting, recommendations, leading discussions, summarizing input, proposing approaches and facilitating follow-ups
• Suggesting and implementing new systems and tools for customer interactions to provide more value to Luminor customers
• Map market best practices in and developing ideas for execution
• Ensure creation of documentation on processes, tools and projects, to ensure efficient knowledge management, where relevant for Customer Interactions Team
• Collaborate with other stakeholders to achieve team’s, unit’s and the organization’s goals.

Skills and experience:
 

• Strong understanding of sales campaign set up and digital marketing key principles
• Preferred experience with customer service, banking core systems and communication platforms, product marketing, familiar with campaign management systems
• At least 2 years operations experience is mandatory, and previous project management experience will be considered a significant advantage
• Capability to work simultaneously with a number of stakeholders
• Knowledge in developing service processes, customer journeys
• Analytical and structured thinking
• Excellent English proficiency and professional proficiency in at least one Baltic language (Lithuanian, Latvian or Estonian)

Why Luminor? What we can offer you:

• Dynamic and international working environment that is filled with interesting challenges and opportunities to innovate, as we build a bank together
• Varied opportunities to support your professional and personal development and growth
• A competitive benefits package in addition to your salary
• An additional benefits package for employees after 1 year in the company, which includes additional days of vacation
• A collaborative and supportive team where you can create and implement ideas
• A salary range for this position at 1700-2300 EUR (Gross*), which is to be determined depending on the level of experience and competencies of the selected candidate

 Application deadline is 31st of January

In case of questions please feel free to contact Liga.Dzene@luminorgroup.com (hiring manager) or Krista.Andersone@luminorgroup.com (HR)