About the Position

Mano Bankas – a business bank, empowering businesses when they need it the most. With quality and expertise, we aim to become a leading private business bank. Clients turn to our experts by name, have their direct contacts, and know that we will do everything to resolve any issue in the most efficient way and in the shortest time.

We are the first specialized bank in Lithuania focused on business financing and payment services. We combine digital technologies with a practical approach to save our clients' time and effort.

We are growing rapidly but responsibly – for us, not only speed is important, but also quality and sustainability.

Currently, we are forming a new Customer Service Team and are looking for its leader who will ensure an exceptional customer experience, grow the team, and contribute to the improvement of customer service processes throughout the bank.

Responsibilities

At Mano Bank, you won't be just a routine task executor. As a member of our team, you will be the master of your processes, working together with colleagues from other departments and significantly contributing to the overall result.

• Lead the Customer Service Team: Plan work, set priorities, assign tasks, develop employees, and ensure the achievement of agreed results;
• Ensure high-quality, professional, and timely service to existing and potential bank clients in the department, by phone, and email;
• Manage complex customer situations, complaints, and non-standard inquiries, ensuring their effective resolution;
• Monitor team performance, service quality, and customer experience indicators, analyze results, and initiate improvement actions;
• Review and improve customer service processes, standards, procedures, and internal knowledge bases to simplify and enhance work;
• Collaborate with other bank departments to resolve customer issues, implement changes, and improve bank products and services;
• Ensure that team activities comply with bank internal regulations, service quality, customer knowledge, and other applicable requirements;
• Provide insights into recurring customer needs and problems and contribute to the implementation of customer experience and operational efficiency initiatives.

Requirements

• At least 3 years of experience in customer service in a financial institution and at least 1 year of team management experience;
• Higher education in economics, finance, business administration, management, or a related field;
• Proficiency in banking services and products, customer service processes, and customer knowledge and compliance principles applicable to financial institutions;
• Ability to gather, motivate, and develop a team, clearly set priorities, delegate tasks, and provide constructive feedback;
• Customer, quality, and results-oriented, able to make decisions and take responsibility;
• Ability to analyze performance indicators, identify process improvement opportunities, and implement changes;
• Excellent communication skills in Lithuanian and professional consultation skills in English, both verbally and in writing;
• Ability to remain calm in challenging situations, resolve conflicts constructively, and communicate clearly with clients and colleagues;
• Excellent computer skills, meticulous, independent, and good time management.

We Offer

• €3800 - €4500 salary, depending on experience (before tax);
• Private health insurance;
• 3 additional days off per year (after the probationary period);
• Allowances for marriage, childbirth, financial support in case of loss of a family member;
• Hybrid work model;
• Parking in Vilnius Green Zone or Vilnius City Public Transport Ticket.

For more detailed information about the processing of candidate personal data, what candidate data we collect and process, how we use it, how long we store it, etc., please refer to the AB Mano Bank Privacy Policy.

About the Company

We work for business, personally. Clients have already appreciated our individual approach, so we are confident that you will feel the same.

First in Lithuania In October 2018, we received a specialized bank license. We focus on business loans and payment services. We boldly combine digital technologies with a simple, personal approach, saving our clients' and partners' time and effort.

We are a rapidly expanding bank with an ambitious goal – to grow by double digits every year, but sustainably.

We believe that sustainable growth is the foundation of success, so we strive for a positive impact on business and society.

Founded

1998

Team

118

Verslo vystymo tarnyba/Business Development Division

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Mano bankas

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Hybrid

Customer Service Team Leader

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