We're seeking to recruit a Customer Care Officer to join our Customer Care Centre.
If you're interested in joining our team and satisfy the requirements outlined hereunder, then we're interested in you.
Who we are
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 250 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 and responsibilities
You will be responsible for:
- answering customers' queries and provide a high level of customer service via the Bank's communication channels, whilst making best efforts to resolve queries on first contact;
- handling inbound customer calls and written requests, noting any follow-ups and callbacks in a timely and appropriately manner;
- handling outbound calls, assisting and guiding customers to use the Bank's services and promoting use of the Bank's direct channels;
- assisting customers by answering their queries whilst adhering to Bank 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 referring 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 and 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 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.
How to apply
If you want to be part of our team, we invite you to send us a detailed CV highlighting your achievements. Applications should reach us only by email on vacancies@bnf.bank.
