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Customer Support Officer (Maltese)
The Customer Support Officer will join the Wealth Support Team and will be responsible for supporting our Maltese customers throughout their customer journey, from account opening to savings and investing through the MeDirect platforms, as well as assisting the management team in daily operation tasks.
Duties and responsibilities
- Providing support to customers via telephone, emails and secure messages whilst abiding by applicable policies and procedures
- Encouraging customers to execute standard transactions online by guiding them through the process
- Ensuring that customer communication is timely and meets high quality standards as well as regulatory and legal requirements
- Processing online banking applications timely and effectively
- Meeting set KPIs related to service level, lead generation, appointment booking and cross-selling
- Maintaining and improving data quality
- Processing assigned tasks including but not limited to data remediation, inheritance settlements, handling of operations and compliance reports
Required knowledge, skills and experience
- Previous experience in a customer service role
- Excellent verbal and written communication skills in both the Maltese and English languages
- Basic knowledge of banking and financial products will be considered an asset
- MQF Level 4 Standard of education or higher will be considered an asset
MeDirect (formerly known as Mediterranean Bank) is a pan-European retail digital challenger bank, with two main lines of business: WealthTech and specialised mortgage lending.
As a WealthTech, our aspiration is to democratise investing and disrupt the retail digital investment space by deploying a unique Wealth SuperApp offering one of the broadest range of online investment solutions to individual clients.
We provide clients with autonomy, choice and guidance in the way they want to manage their money. Our SuperApp is also a one-stop-shop, catering to clients’ investment and everyday banking needs. All this with simplicity and an easy user experience.
As a specialised mortgage lending platform, we carefully select the segments we operate in, with the goal of setting new standards of service for our customers and address, when relevant, underserved segments of the mortgage market in jurisdictions we operate in.
With ca. 400 employees at Group level in aggregate, we are growing a world-class Tech platform in Malta to support our pan-European operations, currently in Belgium, the Netherlands and Malta. We compete for talent on an international level, with 25 different nationalities currently represented in the Group. Our work environment is fast paced and constantly changing while fostering a sense of teamwork and pride in participating in MeDirect’s exciting transformation journey.
Headquartered in Malta, MeDirect has a subsidiary bank in Belgium, MeDirect Bank NV/SA. MeDirect is Malta’s third largest banking group in terms of total assets. It is a systemic bank in Malta, and its consolidated group is supervised under the Single Supervisory Mechanism by a Joint Supervisory Team including the European Central Bank, the Malta Financial Services Authority and the National Bank of Belgium.
