SENIOR CLIENT RELATIONS OFFICER

Birkirkara, Malta Island
€30,000-35,000 per year
Permanent
Full-time

6 days ago

FULL TIME
BIRKIRKARA, MALTA
FULL DAY
28 September 2025
Ref: 422604

The Senior Client Relations Officer plays a pivotal role within the Department, tasked with cultivating and strengthening strategic client relationships.Primary Responsibilities • Serve as the primary relationship manager for key clients, fostering long-term, strategic partnerships through regular communication and a proactive approach. • Provide expert, timely, and precise responses to client inquiries, requests, and concerns, ensuring optimal levels of client satisfaction and loyalty. • Resolve client issues and complaints promptly, taking ownership of complex situations, and escalating where necessary to safeguard business relationships and mitigate risk. • Identify opportunities for cross-selling and upselling banking services by deeply understanding client needs and collaborating with relevant internal departments to deliver customized solutions. • Continuously monitor client satisfaction and gather feedback to drive improvements in service offerings, product development, and operational processes. • Act as a strategic partner during client crises or emergencies, ensuring swift, efficient resolution to protect the integrity of the relationship and the Bank’s reputation. • Lead by example in the development and execution of client relationship strategies aligned with the Bank’s objectives. General Core Competencies • Superior communication and interpersonal skills with the ability to influence and engage clients at all levels. • Strong analytical skills with an ability to quickly assess client needs and develop appropriate solutions. • High level of discretion, professionalism, and ethical standards, maintaining the highest level of confidentiality. • Ability to manage multiple priorities, work independently, and collaborate effectively within cross-functional teams. • Commitment to continuous professional development and staying informed on industry trends and client expectations. General Education and experience • Bachelor’s degree in Business Administration, Finance, or a related field; a or relevant professional certification (e.g., CFA, ACCA) will be an asset. • Extensive experience in client relationship management within a banking or financial services environment, preferably at a senior level. • Proven track record in managing and growing key client accounts, particularly in a corporate or high-net-worth client setting.ProfilesIf multiple Education and Language Profiles are defined, please note that you must fit at least one of them, but not necessarily all.PROFILE 1LanguageReadingSpeakingUnderstandingWritingENGLISHTURKISHISCED Level: Bachelor or equivalent - Level (6)Competencies

Familiarise customer with and lead them to the right person (technician, sales assistant, head of customer service...)
Deal with customer complaints (grant discounts, clarify regulations...)
Make nature of the call known (order, sales, information, advertising, assistance...)
Present solutions to customer complaints or pass file to the litigation/logistics.... department
Collect and deal with complaints of users, clients, occupants, ...
Introduce oneself on the phone. Check identity and data of the person one is speaking to (customer number, address...)
Register complaints offering solutions to customer according to type of incident (breakage, delay, breakdown...)
Collect opinions, remarks or complaints and transfer them (can include surveys)
Handle: incoming calls (consumer service, take orders, provide assistance to customers...)
Determine and start procedures for administrative/financial management, follow-up indicators and management reporting
Draw up the budget of the organisation, present it to management and make adjustments
Decide on/follow-up budget of department or company (purchases, invoicing, expenditure...)
Coordinate and organise flows of information for functioning of department or organisation (directives, meetings...)
Organise functioning of the organisation
Assist various services and clients

Past ExperienceOccupationExperience(months)CLERK, CONTACT CENTRE INFORMATION (CUSTOMER CARE)24MANAGER, BUSINESS SERVICES AND ADMINISTRATION NOT ELSEWHERE CLASSIFIED (PRIVATE SECTOR)24Driving LicencesNo Driving Licenses required for this vacancyApplyPlease be aware that you will be submitting the Application as and that your CV will be part of your application. For additional information, use the message box below.Message to employerYou must complete the account profile creation to be able to apply for a course.

Jobsplus

Apply Now