We're a leading financial institution, a key player in the Maltese market and part of a highly diversified multi-national group of companies. Employing a team of 270 employees, the Bank offers a full range of lending and savings solutions to both personal and business customers. We strive to offer a highly personalised service through our network of twelve retail branches spread across the Maltese Islands.

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We're a team of inspired people who believe that opportunities start with a conversation.

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You will be responsible for:

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• answering customers’ queries and providing a high level of customer service via the Banks communication channels, whilst making best efforts to resolve queries on first contact;
• handling inbound customer’s calls and written requests, annotating any follow-ups and callbacks in a timely and appropriately manner;
• handling outbound calls, assisting, guiding customers to use the Bank’s services and promoting use of the Bank’s direct channels;
• assisting customers by answering to their queries whilst adhering to Bank’s procedures and all other relevant regulatory requirements at all times;
• achieving the set performance objectives through effective use of resources;
• assisting and liaising with other Units/Departments as required;
• continuously striving to improve the quality of service whilst presenting possible solutions according to customer’s needs;
• promoting the Bank’s products and services according to customers’ needs and effectively refer leads to other units within the Bank;
• handling customer’s feedback and suggestions in a professional and effective manner;
• performing other related assignments/projects as requested by Management from time to time; and
• being able to work independently, collaborating within a team, and displaying time flexibility towards shifts as per work exigencies.

The potential candidate should be reliable and trustworthy, well-organised with a disposition to learn and have a team-oriented approach.

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You must:

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• possess or in process of obtaining a Diploma in Business Studies or relevant banking qualification;
• have knowledge of banking fundamentals
• ideally have previous experience of working in a Call Centre environment which is considered as an asset
• be proficient with MS Office applications;
• be reliable and trustworthy, well-organised with the disposition to learn and have a team-oriented approach;
• be meticulous and work under pressure;
• be committed to self-development;
• have strong verbal and written communication skills; and
• be fluent in Maltese and English. Fluency in Italian is considered as an asset.