Customer Complaints Handler - Polish Speaker in Malta, Malta

Ferratum Malta Direct Employer

As a pioneer in digital and mobile financial services technology, Ferratum is at the forefront of the digital banking revolution. Ferratum Bank p.l.c. is a wholly owned subsidiary of Ferratum Oyj and a credit institution licensed by the Malta Financial Services Authority, allowing all Ferratums products and services to be passported to EEA member states. This license has been passported to 12 (Bulgaria, Croatia, Czech Republic, Estonia, France, Germany, Latvia, Norway, Poland, Slovakia, Spain and Sweden) of the 25 countries the Group operates in.Ferratum is a pioneer in digital and mobile financial services technology, currently operating in 25 countries, offering a variety of financial services including: digital consumer and business lending; mobile banking services; white label and partnered mobile bank platforms.Ferratums Mobile Bank, launched in 2016, is an innovative digital bank for smartphones offering a range of banking services, including real time digital payments and transfers, within a single app.
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Main responsibilities:

    • Remain up to date with all Policies /Procedures and internal systems.
    • Share and circulate knowledge base with new and existing staff.
    • Ensure all processes and procedures are kept up to date.
    • Together with the Talent and Development manager and the training team should work to continuously improve our training program with the aim to becoming a center of excellence.
    • Adhering to all company policies, procedures and regulations as well as following the industry standards and codes of conduct.
    • Monitor and produce reports on complaints and escalations for Talent and Development managers review.
    • Responsible for AML checks (Eastnet approvals), acting in line with any compliance/fraud and risk procedures.
    • Responsible for any Escalations, including all correspondence with external departments (legal, compliance), quality of response.
    • Responsible for logging all escalations.
    • Responsible for creating and maintaining a bank of responses together with legal, and procedures on how to deal with HIGH RISK situations
    • Responsible for Complaints, process ownership, maintaining complaint logs, producing monthly reports on complaints by category indicating training requirements to Talent and Development Manager
    • Responsible for creating and maintaining a bank of responses, working with senior agents, to ensure complaints are dealt with in a timely manner with thorough investigation and follow through with corrective actions.


Expected skills and experience:

    • Excellent Communication and presentation skills.
    • Excellent in verbal and written Polish and English.
    • Experience in a professional legal working environment or similar education background.
    • Driven with a positive, can-do attitude.
    • Ability to work under pressure and to deadlines.
    • Proficiency with Microsoft Office for Windows (Outlook, Word, Excel and PowerPoint) .
    • Process orientated.
    • Attention to detail.
    • Ability to work both individually and as part of a team and have the ability to inspire others.
We actively strive to create the right environment and provide the right tools for our employees to enjoy their work and to thrive. Joining Ferratum you will:
• feel that we believe in the development of our employees through training, education and by providing conditions which lead to increased productivity, motivation, performance and engagement • join a fast and growing international finance company • enjoy a friendly and collaborative atmosphere with supportive teams in a fun startup-like culture • be offered a competitive salary, benefit packages and other additional perks • have fun at work.

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