Customer Operations Specialist

At Multitude, we're more than just a listed European FinTech company—we're a team driving financial innovation. We provide digital lending and online banking services that empower consumers, SMEs, and FinTechs to grow and succeed.

Powered by our Growth Platform, we operate through three business units: Ferratum, offering seamless mobile banking for consumers; CapitalBox, providing flexible financing for SMEs; and Multitude Bank, supporting non-bank lenders and FinTechs.

In 2024, we achieved €263.7 million in revenue and €20.2 million in net profit, reflecting strong financial growth. With 700+ employees across 25 countries, we're shaping the future of finance in 17 markets. Founded in 2005 in Finland, Multitude is listed on the Frankfurt Stock Exchange (MULT).

We are seeking a proactive and customer-focused Customer Operations Specialist to join our team in Malta. In this hybrid role, you will provide frontline support to customers across multiple communication channels, ensuring outstanding service, compliance, and customer satisfaction while contributing to sales and collections processes.

Your focus

• Customer Support & Communication: Respond promptly and professionally to customer inquiries via chat, phone, email, WhatsApp, Messenger, and other platforms. Provide accurate guidance and keep customers updated on the status of requests, complaints, applications, or collections cases.
• Sales & Revenue Generation: Identify customer needs and recommend suitable products and services. Drive sales through proactive engagement, upselling, and cross-selling, contributing to revenue targets.
• Collections & Loan Support: Provide first-level support for payment reminders and repayment arrangements. Escalate complex cases to dedicated teams with accurate documentation. Support loan servicing activities to ensure smooth processing.
• Issue Resolution & Escalations: Handle standard customer issues independently. Escalate complex or sensitive cases (complaints, collections, fraud) with proper documentation and follow up to ensure resolution.
• Quality, Compliance & Risk: Adhere to compliance guidelines, regulatory standards, and company policies. Maintain accurate records of all interactions. Support GDPR, fraud detection, and complaint processes as required.

Required skills & qualifications
Must-have:

• Fluency in English (spoken & written).
• Strong team player with a customer-oriented mindset.
• Good computer literacy and ability to work with digital tools.
• Ability to resolve customer issues effectively at first contact.

Nice-to-have:

• Additional languages.
• Previous experience in a customer service, fintech, or contact centre environment.

We offer:
At Multitude, we believe in empowering our employees to thrive personally and professionally. Here's what you can look forward to:

• A Truly Global Workplace – work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture
• Hybrid & Flexible Work – we support work-life balance with remote work options and modern office spaces across Europe
• A Culture of Growth – we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement
• Financial Growth Opportunities – benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards
• Workation Programme – work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive
• Wellbeing Benefit – receive an annual allowance to support your physical and mental wellbeing
• Private Health Insurance – access comprehensive medical coverage to support your health
• Weekly Office Breakfast – enjoy a fresh start with breakfast at the office
  

This is your opportunity to make a direct impact on customer experience while supporting the growth of a leading European fintech.

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