The Role
We believe in offering the best possible support and service to our customers. We do this by adopting a collaborative culture, working together to answer customer needs today and tomorrow - using our shared insight to make their experience with us as unique as possible. As part of our Commercial Banking & Operations department and reporting directly to our Operations Manager, this role is an integral part of our customer facing team. If you are driven to provide exceptional customer service by putting the customer’s interests first and if you feel you could be a great team player within the Operations department, this role could be perfect for you.
Key Responsibilities
As an Operations Officer, your daily activities will include:
- Process and administer the financing of customer invoices under factoring agreements, ensuring accuracy, timeliness, and compliance with approved limits and contractual terms.
- Accurately process and allocate payments against invoices for Factoring customers.
- Execute appropriate dunning procedures and actively follow up with Factoring customers (debtors) experiencing repayment difficulties and ensure that any agreements for late payments are properly approved, registered and documented.
- Monitor and manage debtor insurance limits and available cover, including maintaining up-to-date debtor coverage information and liaising with insurance providers on coverage matters, approvals, and limit updates.
- Submit, manage, and follow up on debtor insurance claims in accordance with approved procedures and ensure all claim-related reporting, documentation, and notifications are completed accurately and within required timelines.
- Monitor utilisation of factoring facilities and debtor limits, analyse funding exceptions, and support requests for debtor limit increases or other actions required to optimise funding.
- Act as a key operational point of contact for factoring clients, assisting with daily queries, communicating funding issues, and supporting clients in resolving invoice eligibility and funding constraints.
- Properly document, organise, and maintain all customer-related records and correspondence, ensuring accurate filing within the Bank’s electronic systems.
- Participate in Factoring related projects and initiatives as may be directed by the Bank from time to time.
- Ensure full compliance with Customer Due Diligence (CDD) and other regulatory requirements.
- Ensure strict compliance with the Bank’s policies, guidelines, product manuals, and internal procedures.
- Maintain a good working knowledge of the Bank’s handbook, systems, websites, and banking platforms.
- Deliver a consistently high standard of work quality, customer service, and professionalism.
- Attend training sessions as required by the Bank.
- Perform any other duties that may be assigned from time to time.
Skills and Capabilities Required
- A minimum of 2 years’ experience in customer support, client services, credit operations, or a similar role within a financial services environment.
- ‘A’ Level standard of education (or equivalent)
- Fluency in English, both written and spoken, while Maltese will be an asset.
- Excellent communication and customer-handling abilities.
- High sense of confidentiality and professionalism.
- Good organisational and time-management skills.
- Ability to work under pressure and meet deadlines.
- Good working knowledge of Excel, including the use of formulas.
- Strong attention to detail and accuracy.
Benefits
This opportunity comes with attractive remuneration, and wellbeing incentives as well as offers prospects for personal development.
Our employees’ health and wellbeing are important to us. To support this, we offer private health insurance, as well as life and personal accident insurance. In addition, we offer an interest subsidy on home loans or a rental subsidy, and free parking.
We recognise our employees’ potential and invest in their growth by providing training and development opportunities both internally and externally. Moreover, our employees can benefit from remote working arrangements.