Contact Centre Agent

Banking is not just about finance - it is a dynamic industry offering career paths for individuals of diverse backgrounds and experiences. Whether your interests lie in finance, technology, compliance, risk management, marketing, legal, ESG, HR or customer support, there are opportunities for you.

At APS Bank, we are committed to offering a banking experience that is personal and simple for our customers, while providing our employees with the support and resources they need to succeed.

Our mission is inspired by a commitment to social, economic, and environmental progress, providing all our stakeholders with an opportunity to grow. This is what APS is all about. This is what we’ve always been about.

🔝 We aspire to elevate every effort towards achieving excellence.

🤗 We value authenticity, forming genuine connections and creating meaningful impact.

💚 We are passionate in everything we do. We own it, love it, lead it!

🙌 We unite in diversity to foster inclusion.

✅ We are committed to being contemporary. We strive and thrive.

Job summary

We are looking for customer driven candidates to join our expanding Contact Centre.

In this role as a Contact Centre Agent, the incumbent will help and assist our customers through a variety of customer-oriented channels. The selected candidate will be part of a unique, diverse, and welcoming team who is ready to help our customers at the first point of contact.

This position is available on full-time basis working on a shift schedule.

Main Responsibilities

• Attend promptly and appropriately to inbound customers’ calls.
• Log calls, annotate any follow-up, and make best effort to resolve queries in the first instance.
• Handle email, internet banking and instant messages from customers in a timely and appropriate manner and make best effort to resolve queries in the first instance.
• Guide customers to make the most effective use of Bank’s services and promote use of the Bank’s direct channels.
• Assist to customers, answering queries while adhering to the set procedures and guidelines.

Requirements

• Be fluent in Maltese and English language.
• The ability to possess excellent verbal and written communication skills.
• Maintain a positive, empathetic, and professional attitude toward customer and colleagues always.
• Able to communicate with the Bank’s customers through a variety of channels.
• Ability to promote and maintain relationships at all levels.
• Be able to work in a fast paced, high pressured environment.
• Preferably possess a qualification in Banking but not essential.
• Previous experience of working in a call centre environment would be considered an asset.

Benefits at APS Bank

Join our team and enjoy a competitive remuneration package and a range of employee benefits, including:

• 🎯 Performance bonus
• 📈 Preferential interest rates on home and personal loans
• 💶 Private pension plan
• 🏥 Health insurance
• 🧠 Ongoing professional training
• 👩 🏫 Opportunities for career growth
• 🏃 Sports and fitness activities' subsidy
• 🏋️ Free gym facilities at APS Centre
• 😀 A dynamic and friendly work environment

Closing date 30 June 2026

Diversity, equity, and inclusion are central to our mission of fostering an inclusive work environment where differences are celebrated, enabling individuals to achieve and contribute to their highest potential. At APS Bank, our commitment to diversity, equity and inclusion is deeply embedded in our culture, guiding our interactions with customers, employees, students, suppliers, and communities.