Complaints & QA Specialist (German-Speaking)

About the role

Novumbank is looking for a German-speaking Complaints Specialist to join its team in Malta on a full-time basis. As the main point of contact for customer complaints, you will own complaints from initial receipt through investigation and resolution, making sure customers get a fair, appropriate and timely outcome. You will also spend part of your time supporting the Quality Assurance function by listening to and reviewing customer calls.

Key responsibilities

• Take ownership of complaints from receipt through to investigation and resolution.
• Review customer interactions, account information, processes and documentation as part of investigations.
• Work with internal teams to gather information and establish what has happened.
• Communicate outcomes clearly and professionally to customers in German and English.
• Handle complaints within required timescales and in line with company procedures.
• Identify and escalate potential risks, serious issues or poor customer outcomes where appropriate.
• Maintain accurate and detailed complaint records.
• Look beyond individual complaints to identify recurring themes, customer journey issues and opportunities to improve service.
• Support the Quality Assurance function by listening to and reviewing customer calls.

Required profile

• Fluent German and English.
• Strong customer-focused approach, excellent listening and communication skills, good attention to detail.
• Methodical and organised approach to investigating issues, able to stay calm and professional in challenging situations.
• Willingness to learn complaints and QA processes, confident to ask questions and challenge information where appropriate.
• Able to work independently while collaborating with colleagues.