Customer Care Agent

Calamatta Cuschieri Moneybase plc is a privately held Fintech Group that operates in Investment Services, Fund Administration, Online Investing, and Payments. With roots dating back to 1971, 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 strong governance and ethics.

Job overview:

We're looking for a proactive and customer-first Customer Care & Branch Support Officer to become one of the faces of Moneybase. You'll support customers with their everyday banking and investment needs, help them get the most from the Moneybase app, assist our Investment Advisors with client administration, and ensure our branches and Head Office deliver a seamless customer experience. Working closely with teams across the business, you'll play a key role in making every customer interaction simple, efficient, and memorable.

Responsibilities:

· Welcome customers visiting our branches and Head Office, creating a professional, friendly, and memorable first impression.

· Support customers with the Moneybase app, guiding them through onboarding, navigation, account features, payments, cards, wallets, and everyday banking queries.

· Resolve customer queries during the first interaction whenever possible, taking ownership of the customer experience from start to finish.

· Escalate more complex issues to the appropriate internal teams while keeping customers informed throughout the process.

· Support Investment Advisors by managing calendars, scheduling client meetings, preparing documentation, following up outstanding paperwork, and ensuring investment applications progress smoothly.

· Maintain accurate customer records and update internal systems to ensure documentation is complete, compliant, and up to date.

· Coordinate customer appointments, meeting rooms, and day-to-day branch administration to ensure smooth operations.

· Act as the first point of contact at Head Office, welcoming visitors, answering incoming calls, managing deliveries and courier services, and maintaining reception and meeting areas.

· Provide operational support across our branch network, covering the Birkirkara, Fgura, Mosta, and Sliema branches whenever required to ensure a consistently excellent customer experience.

· Follow internal procedures, regulatory requirements, and service standards while identifying opportunities to improve branch operations and customer journeys.

Requirements

• Previous experience in customer service, customer support, retail banking, financial services, hospitality, or another customer-facing environment.

• Passionate about delivering outstanding customer experiences and building positive relationships with customers.

• Strong communication and interpersonal skills, with the confidence to engage professionally both face-to-face and over the phone.

• Comfortable helping customers use digital products, mobile apps, and online services.

• Highly organised with excellent attention to detail and the ability to manage multiple priorities in a fast-paced environment.

• Able to work independently while collaborating effectively with colleagues across different teams.

• Comfortable handling administrative tasks, maintaining accurate records, and ensuring documentation is complete and compliant.

• Flexible and willing to provide support across multiple branch locations when business needs require.

• Professional, approachable, and proactive, with a strong sense of ownership and accountability.

• Good working knowledge of Microsoft Office and confidence learning new internal systems.

• Tertiary education or relevant professional experience.

• Strong written and spoken English communication skills.

Remuneration:

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

• Gym Subsidy

• Mental health package

• Performance bonus

• Employee referral incentive

Visit our websites - https://people-jobs.com/calamatta-cuschieri-moneybase/ or moneybase.com for more information about us.

All Applications will be acknowledged and treated with maximum confidentiality

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

Reference: CCMT02227