Skip to content

Customer Experience Officer

  • Birkirkara, Birkirkara, Malta
Customer Services

Job description

CC Finance Group is a privately held Fintech Group that operates in Investment Services, Fund Administration, Online Investing, and Payments. With roots dating back to 1972, the Group today is evolving at a fast pace whilst keeping the same core principles, that of providing clients the best service using the latest technology and the top professionals in their field, whilst ensuring the strictest governance and ethics.

We are committed to attracting and selecting the very best people to join our team and to creating a workplace that promotes individual career growth; we value our people and their well-being. The group employs over 190 people from over 27 countries around the world with Assets Under Management and Administration of over 2 billion.

The CX Officer will form an integral part of the Customer Experience team directly responsible for the Onboarding and Offboarding support of Moneybase Clients. This includes and is not limited to Onboarding Pre-checks, welcome calls, doc requests and calls in close liaison with the aml team, including Moneybase Business requirements pro-active calling to ensure a smooth user experience (3DS calls/ Chargebacks/ Reward Schemes/Ad hoc tech issues). The CX officer will be directly responsible to document all actions taken by maintaining updated log, and to follow up with pending cases until a full resolution/conclusion is reached. The CX officer will also assist the AML team to close cards as requested, be responsible for the cards recons process, and assist the direct line manager with claim form generation and complaint handling that may arise from time to time. Duties entail working directly with customers to understand needs, and liaising directly with various operations such as AML, IT, Marketing, and senior management.

Duties & Responsibilities:

    • Assists in the day-to -day running of the customer experience operation, with priority to on-boarding of clients in line with business strategy.
    • Perform outgoing calls, e-mails and chats, as per position responsibilities
    • Answer incoming calls, live chats, e-mails if the need arises and as directed by the line manager
    • Resolve service problems by acknowledging the customer's query or complaint; getting to the root of the problem; selecting and explaining the best solution to resolve issues at first point of contact; expediting correction or adjustment; following up to ensure resolution
    • To welcome and assists newly on boarded clients through proactive reach
    • Provide support to clients and colleagues via a variety of systems through omni-channel contacts
    • Direct and guide customers to use online resources and knowledge base
    • Update customer records in the system, including contact history notes, ebridge and freshdesk for all interactions
    • Share ideas for improving customer experience and internal processes
    • Assist with administration work according to business needs and as directed by management
    • Be vigilant with data protection and keep up to date with all data protection laws
    • Take full ownership of clients to ensure first call resolution
    • Follow communication procedures, guidelines and policies and adapt to changes within
    • Contribute to team effort by striving to accomplish KPI and Incentive targets
    • Responsible for keeping all records and daily activity sheets updated
    • Seek feedback from clients and strive to retain customer relationships, challenge closures by offering alternatives such as free conversion to online account
    • Be up to speed with existing marketing and reward campaigns to be able to promote Moneybase in its totality

Job requirements

Experience & Education Requirements

    • Holds a minimum of one year experience in the CC customer service role and familiar with all operating platforms
    • Holds a minimum of 2 year experience in a customer service role
    • IT literate with a strong command of Freshworks, Tranzaxis, and Microsoft Excel
    • Ability to take decisions and ownership of position tasks
    • with minimal supervision

Skills Requirements

    • Clear communicator –A high degree of oral, visual and written communication in a professional setting
    • Has excellent written and spoken skills in English and Maltese
    • Respectful to others, treats all individuals with the utmost dignity and respect
    • Strong attention to detail
    • Takes ownership and responsibility for all duties assigned
    • Able to work under pressure
    • A skilled individual who is able to objection handle and tackle sensitive situations and who is able to act as an escalation point
    • A dependable individual who has a high sense of ownership and able to demonstrate best practices on a daily basis
    • Able to generating quality referrals through new leads and achieve SLA’s in line with the respective senior KPI structure

We are committed to attracting and selecting top people to join our team. We are also committed to creating a workplace that encourages individual growth; we value our people and their well-being.

What we offer:

- Ongoing internal training

- External training opportunities

- Study Leave

- Sponsorship schemes for further studies

- Opportunities for career growth

- Discretionary performance bonus

- Employee referral incentive

We are offering a competitive salary for this role commensurate with experience. Visit the home page to see more about our company

All Applications will be acknowledged and treated with maximum confidentiality

Reference: CCMT01524

The enduring goal of Calamatta Cuschieri is that the composition of our workforce should reflect that of the communities in which we work.