Transformation of the customer service network | Luminor

Our trip is starting with big changes and we will be implementing them on a daily basis. The transformation model and customer service channels we chose are based on changes in customer habits, as well as the development of digital channels.

We want every customer experience to be a step towards a valuable society and the desired result, which is why we are developing customer service via mutually integrated and supporting channels.


Customer service center

Self-service zone

  • Cash-in/cash-out ATM for cash transactions
  • Internet banking kiosk for daily services and applying for bank services via the Internet

Consultation zone

Resolving everyday issues of customers

Consultations on daily products and services:

  • Connection of digital channels and training people how to use them (Internet banking, mobile banking)
  • Connection of Smart ID
  • Insurance (CASCO, real estate; ERGO)
  • Deposits (term deposits, savings)
  • Consumer loans
  • Leasing
  • 2nd and 3rd pillar pensions

Previously booked consultations with our Customer Solutions Manager:

  • Investment consultations with a certified BFAA consultant
  • Mortgage loan consultation
  • Savings and deposits consultations


Meeting rooms

  • Rooms for our customers to organise business meetings



Meetup point

Self-service zone

  • Cash-in/cash-out ATM for cash transactions
  • Internet banking kiosk for daily services and applying for bank services via the Internet


Meeting room

  • Previously booked consultations with our specialist
  • Remote Skype consultations
  • Place for our customers to organise their business meetings
  • Book the meeting room by calling 1880. We will send you an SMS with the door code, which you need to enter at the entrance to the room. Our room can be used for up to two hours at a time.



Self-service point

Cash-in/cash-out ATM

  • Cash-in/cash-out ATM for cash transactions

Internet banking kiosk

  • Internet banking kiosk for daily services and applying for bank services via the Internet


Remote Customer Service Center

Chat

Ask your question in our chat at our website, WhatsApp +371 20 392 392 or Facebook. This is an easy way to clarify information on your nearest ATM, commission fees, etc. However, this is not an identified channel and we will not be able to disclose any sensitive information.

24/7 customer support

If you have any questions which you can’t resolve yourself, please call 1880 (+371 6717 1880). We will help you.

Online meetings

A chance to remotely discuss any issue related to everyday services and more complicated financial matters. Consultations are available for both private individuals and companies. You can book them at a time and place of your convenience.


Digital channels

Internetbank

Available 24/7, many of the services being provided more easily and quickly than at Customer Service Centers. Execute payments, verify your account balance and apply for regular payments or any of our services or products. Take the opportunity to contact us by sending us a message.

Mobile Bank

A safe application which makes using our services fast, safe and easy for users of Apple or Android smartphones. Manage your accounts and payments, create a list of fast payments, apply for a loan or any of our insurance products and find your nearest ATM or Customer Service Center.

Website

Read about the variety of products and services we offer. Fill in applications at any time. Take the opportunity to contact us by using the chat function.

Changes throughout this and next year

  • The transformation of Luminor customer service centres will gradually take place this and next year by merging some of our Customer Service Centres, creating new centres for entrepreneurship and ensuring the availability of self-service functions.
  • At the same time, we will strengthen our digital channels and improve the quality of our consultations, both in person and remotely.

Making banking delightfully easy!

Visit also: Digital BankSmart-IDRemote channels