Job Description

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 over 270 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 thirteen 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; affecting outbound calls as required and within stipulated deadlines; handling inbound customer calls and written requests, noting any follow-ups and call-backs in a timely and appropriate manner, whilst keeping the number of lost calls to an absolute minimum; handling outbound calls, assisting and guiding customers to use the Bank's services and promoting use of the Bank's digital channels; assisting customers by answering their queries whilst adhering to Bank procedures and all other relevant regulatory requirements at all times; tending to Customer Care Centre inboxes and Internet Banking Messages in a timely manner, including chasings and follow ups; tending to Bank’s required surveys as assigned and within set deadlines; 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: have knowledge of banking fundamentals; be proficient with MS Office applications; be meticulous and work under pressure; be committed to self-development; have strong verbal and written communication skills; be fluent in Maltese and English; exercise integrity and professionalism at all times; possess at least O level qualifications or Diploma in Business Studies or relevant banking qualification; and have previous experience of working in a Call Centre environment, which will be considered as an asset. What we Offer Ongoing personal development; Preferential interest rates on home loans, personal loans and home value loans; Comprehensive support for academic advancement through fully subsidized staff study loans; Private clinic health insurance coverage, extendable to dependants; Life insurance and personal accident cover; Free ophthalmic examinations; Private counselling sessions in collaboration with Richmond Foundation; Additional half-day leave for birthday celebrations; Annual performance appraisals and salary reviews; €250 annual wellness allowance; Complimentary mammogram screenings for female employees aged over 40 and PSA screenings for male employees aged over 40; Flexible work arrangements (role permitting); and Various corporate discounts. BNF Bank plc is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Full Time Job Type Entry (0-12 months), Fresh Graduate Experience Level Customer Service Category Financial Services Industry

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