German speaking Operations Officer – Malta

Main areas of responsibility


Responsible for daily customer support requests including 2nd level customer tickets and 1st level partner queries;
Classification, reviewing and reporting of support requests plus related analysis and suggestions for fast mitigation and volume reduction;
Reviewing and reporting customer support costs on a regular basis and providing suggestions related to cost minimization;
Liaises daily with operations and compliance team members for all matters related to customer support;
Liaises regularly with the Bank’s customer support third party partners on quality levels, costs and specific issues at hand;
Reviewing of the Banks’ product websites in terms of usability and available information;
Assist in product development and changes in terms of customer information, agents training, internal information sharing and new functionality;
Ensure adherence to the bank’s customer support related policies;
Maintain and report a daily customer support overview of related activities as required by the executive management.
Other responsibilities may include


Assist in translations;
Assist in daily, weekly and monthly cards reconciliations;
Assist in the cards daily operations;
Assist in documentation of the team’s Operational Procedures;
Providing ideas and suggesting ways for the improvement of operational systems, processes and procedures;
Execute ad hoc tasks as may be requested by the HOO.
Skills and Specifications:


Excellent command of English and German languages;
The following are considered an asset:


Ø  A basic knowledge of the Dutch language;

Ø  Experience in a Bank’s Customer Support department;

Ø  Experience with pre-paid cards product;

Ø  General accounting experience;


Knowledge and Experience:


2 to 3+ years’ experience within similar operational role with a financial services background;
The following are considered an asset:


Ø  Experience with correspondent banks, SEPA , SWIFT and Payment Service Providers;

Ø  Experience within the Software Development Lifecycle;

Ø  Experience in a Bank’s Treasury Department;

Ø  General accounting experience;

Ø  Good knowledge of Microsoft Office tools especially MS Excel;

Ø  Excellent command of English other European languages an advantage.




Related Advanced level qualifications or equivalent;
Higher level qualifications are considered an asset.
Good knowledge of Microsoft Office tools especially MS Excel;


If you are interested or know of someone that could be, kindly forward your CV in a word format to Eli Foley on  or call on +356 27 204 518 for further information.


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