Associate Value Center Retail (German Speaker)

Customer service


The purpose of the function is to operate daily activities as well as to handle problems using standard procedures regarding the acquisition of savings and deposits by private individuals in order to ensure required funding to execute client instructions and to realize customer satisfaction.

* You will be resposible of retail client contact and administration - through the phone and email

• Providing general information about the bank to Retail clients
• Operating inbound calling:
• Handling of incoming e-mails and letters
• Handling of incoming and outgoing phone calls
• Registration and handling of requests and complaints from clients of limited complexity using standard procedures• Handling of Helpdesk support function of limited complexity using standard procedures, for retail clients to the online portal usage
• Operating outbound calling: working with scripts, courtesy, representative, complaints handling, queries

* Savings & Deposit Administration
Operating the identification and acceptance of S&D clients, handling issues of limited complexity by using standard procedures and escalate if necessary:

• Identification and acceptance of S&D clients, opening accounts
• Maintenance of customer/account files with regard of changes and completeness
• Registration and handling of requests and complaints from clients

* Representation & Reporting

• Attending the relevant committees internally
• Assisting in order to report to the relevant committees, including material incidents
• Providing overviews for the monthly/annual reporting

Client Relation Management
• Executing pro-active client contact on service level and product renewal
• Executing pro-active client contact in times of outflow or dormant accounts
• Assisting in historical client data usage for pro-active marketing of profitable rates
• Executing client product negotiation in times of marketing action


• MBO+/HBO education in Banking or internationally recognized equivalent
• 2 - 5 years of relevant experience in contact and/or call centers
• Knowledge of banking instruments, procedures and products is a plus
• Knowledge of Microsoft Office suite
• Financial experience is considered to be a plus
• Understanding the importance of social media
• Familiarity with Internet technology
• Fluent communication skills in German and English (both verbally and in writing).

• Works under close supervision of a Managing Director or Director
• Has basic knowledge and limited experience in own discipline, acquiring knowledge and skills on a daily basis
• Uses existing procedures to solve standard problems
• Has limited knowledge of basic concepts and procedures

Required skills and values:

- Accuracy
- Pressure resistance
- Team-player
- Results and quality oriented
- Client-oriented
- Profesionalism
- Integrity
About the company:
Our client is an international company within the professional banking sector.

Aim of The Department
The Delivery of Savings and Deposit products is the main funding capacity for our client in support of the corporate banking activities. Gradual growth of funding in line with the overall growth of the bank is crucial. Continuous awareness of our client's presence and its competitors on websites and social media enables tactical client propositions. The Value Center Retail provides Savings and Deposit products to private individuals in The Netherlands, Germany and Austria through online banking portals with an increased focus to cost effectiveness. The department ensures seamless execution of client instructions through automated processes and delivers professional customer interaction through call, email and social media capabilities.