A day in our Customer Center: Meet Anna-Maria Wiker
Well, I usually arrive to work about 30 minutes before we start to get a good look at where we are. I see what kind of day the Customer Center is going to have and prepare for it while it’s still quite quiet.
Then, I continue with day to day Customer Center tasks; assessing loan applications, serving customers as well as contacting those who are falling behind on their payments. Of course, we do this as a team to ensure that we’re delivering the best possible customer service.
"We like to reward people for sharing ideas or insightful questions, which encourages people to bring their creativity to the table more often"
Other than that, my work consists of following the development of our employees in the Customer Center; I hold the one-on-one conversations with our part-timers and train our new employees, while motivating and encouraging our department to strive for their everyday personal best.
It sounds like you do quite a bit of responsibility outside of the day-to-day tasks. How much time do you spend on developing the team?
I’d say a day per week. It’s really cyclical though, as my days can be covered with training new employees and planning and having one-on-ones depending on which time of the month and quarter it is. If we’re having new people coming onboard, one hundred percent of my energy goes towards that.
Discussing applications with colleague Rosa at our new office
How do you feel about the Customer Center as a team?
That’s really easy to answer, because I think our team is amazing. We have a really good team spirit, and we have fun at work. I also think we have a lot of trust, so when someone’s on a shift for a specific task, we can all trust that the person does it so no one else needs to worry whether it’s gonna get done. It goes for both part timers and full-timers, we get the job done and have fun doing it. We also have some internal competitions and generally we like to reward people for sharing ideas or insightful questions, which encourages people to bring their creativity to the table more often.
"Our IT department is keen on listening to our suggestions, which I think is really nice as it does not seems that there’s a lot of companies that do that, necessarily"
It’s also what I enjoy the most about my role here; I get the opportunity to work with all the people in the department; to motivate and encourage our team to thrive for their everyday best. And, of course, while always providing a helping hand whenever it’s needed and rewarding people for a job well done.
Our credit platform is built and developed in-house - do you feel it’s easy to learn everything?
Yes, for sure! I view our most central system, EasyAdmin, as a great day-to-day tool. Most employees can be a bit intimidated at the start of our trainings as there’s a lot of functionality to cover, but that always fades after a week or two of training.
I also think we have great communication with our product team - when our systems get updated, all of us at the Customer Center gets a thorough briefing that makes everything much easier to understand. We also have the unique ability, since we are so close with IT, to have a say in how the systems develop - for example, if a certain ringtone is annoying or bad for your ears, they change it. They are keen on listening to our suggestions, which I think is really nice as it does not seems that there’s a lot of companies that do that, necessarily.
Vacationing near the ski-jumping tower in Jyväskylä
What do you do in your free time?
I’ve had a lot of hobbies throughout the years, everything from horse riding to snowboarding and tennis. At the moment all my spare time goes to renovating my newly bought apartment, which I quite enjoy doing as you can immediately see the progress you’re making as you go.
I’m also a fan of cooking and exercising, and I’m an avid dog-lover. At the moment, I don’t really feel like I’d have time to take care of a pet, but that’s definitely something I want to get back to when I’m a little less busy.
What’s the most interesting thing about working at Northmill?
I’d probably have to say that it’d be the fast pace in which our company is going forward. I started here in 2016, when we were still pretty small - we were less than ten people and the office was as big as this room - and now we’ve moved on to our third office in Finland, because the growth is exponential.
In addition it’s of course interesting to be working in a fintech company that concentrates in making the life of everyday consumers like ourselves a little bit easier. Like with the launch of Rebilla, which I'm really looking forward to trying and I think that goes for everyone in our department!
Interested in joining Northmill Finland? Check out our Career page to see if there's something for you!