Customer Care Agent


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.

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

Duties & Responsibilities

You will be responsible for:

  • 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.

Competencies & Experience

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

You must:

  • 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.

Apply Now

Thank you for your interest. Please complete the form below and we’ll look to get back to you as soon as possible.

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