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Customer Processes Associate (m/f) | Hamburg

Vacancy opened 26-02-2019

Agile
Excel
MS Office
Optimization

Description

We would like to support our team of “Customer Processes” in analyzing and creation of customer journeys, optimizing related processes, align relevant stakeholders/ departments. We are actively working on increasing customer satisfaction and decreasing volume of complaints, looking for business opportunities with direct impact on profitability.



A day in this job


  • Analyzing of processes related to our end-customers, creating and optimizing of procedures, proper documentation and building of information space;
  • Walking in the Customer’s shoes, measuring of customer satisfaction, complaints management, creation of customer journeys, optimization of processes and procedures, communication to customers;
  • Finding business opportunities as well as cross-department cooperation with understanding of multidimensional perspectives;
  • Together with your direct report, you will daily cooperate and align with the team in the countries were we operate, service center and relevant stakeholders.

Desired skills & experience


  • Min. bachelor level (banking or other financial sector or equivalent);
  • Essential: at least 2 years of working experience on similar positions (Processes in banking/financial industry, Operations, Customer Success area);
  • Preferred: 3 and more years of experience on the same position in multinational business company in the finance industry;
  • Good communication skills (dealing with multicultural teams);
  • Logical thinking and analytical skills;
  • Ability to understand customer’s perspective;
  • Basic knowledge of financial products (loans) as well as using ticketing systems, Microsoft Office (excel, PP), documentation and creation of diagrams;
  • English communication skills. Polish, Spanish or Russian language is a plus.

What is in it for you?


  • We are taking care of very important area of “Customer Processes”  in creation of customer journeys, optimizing related processes based on our findings and align relevant departments, also measuring customers satisfaction and decrease volume of complaints, looking for business opportunities;
  • In this role, you will learn how to walk in our customer’s shoes, analyzing and drawing customer journeys and optimizing relevant processes as well as how to use this tools to find business opportunities and increase the profitability of the company;
  • The Customer Process team is one of the most exciting and powerful part of the company to understand how we want to serve our customers, increase conversion, retention and profitability through it, we are getting in touch basically with almost all departments;
  • 28 days of paid leave, so long as you promise to come back!;
  • You will work in an awesome office in the heart of Hamburg with the best views of the city and plenty of things to do nearby.

At Kreditech, we like to constantly challenge the status quo and improve our ways of working. We are a data driven company who are enthusiastic about agile methodology. Diversity is in our DNA and we strongly believe that having different perspectives, experiences and backgrounds will lead to the best environment for our employees and better products to our customers. If this sounds like the kind of company you’d like to work with, please apply here!

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