Customer Support Officer

MeDirect is a Maltese digital bank, founded in 2004, with over 180,000 clients and operations in Malta and Belgium. We offer a wide range of financial services to both retail and corporate clients, including daily banking, savings and corporate services.

We are always on the lookout for determined and hard-working individuals who are eager to take the next step in their career. At MeDirect, we strive to provide an exceptional employment experience, fostering growth, collaboration, and innovation

Role Overview:

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.

The selected candidate should be willing to relocate to the specified job location.

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