What you can expect:

• Handling customer inquiries by telephone
• Telephone, written and digital support for private customers in first-level support
• Processing service requests relating to accounts, cards, payment transactions, online banking, mortgage products and other banking services
• Support for problems with access data, transactions or system usage
• sales services (e.g. upselling and cross-selling)
• Identifying customer needs and forwarding them to the relevant departments or consultants
• Solution-oriented handling of complaints within the framework of predefined guidelines
• Complaint recording and processing, as well as goodwill refunds
• Documentation of all customer contacts in the relevant IT systems (e.g. CRM)
• Maintenance and updating of customer data in accordance with internal guidelines and data protection policies.
• Quality and process assurance
• Compliance with service standards, conversation guides and internal guidelines
• Contributing to the continuous improvement of service processes
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