Client Services Analyst

About us

MiFinity is a fast-growing fintech company offering simple, secure and cost-effective payment solutions for businesses, merchants and customers around the world. With over 20 years of experience in online payments, we’ve built a trusted global payments platform supported by a strong network of financial and banking partners. Our core product, the MiFinity eWallet, helps customers send, receive and manage money internationally through a wide range of local payment options.

As we continue to grow, we’re building teams who are curious, supportive and ready to make an impact. We offer a collaborative and inclusive workplace with the energy of a start-up, where people are encouraged to learn, share ideas and take ownership. This role will be based in our Malta office.

About the role

We’re looking for a Client Services Analyst to join our Client Services team in Malta.

This is a great opportunity for someone who enjoys helping people, solving problems and working in a busy customer support environment. You’ll be part of a small, friendly and high-performing team, supporting customers and working closely with colleagues across the business.

You’ll handle a range of customer queries, review information, support reporting, and help ensure our customers receive a clear, helpful, and professional service. Full training will be provided, so you’ll have the support you need to build your knowledge of MiFinity, our products and our processes.

To do well in this role, you’ll need to be confident communicating with customers, comfortable working through different types of queries, and able to stay positive when things get busy.

All applications will be treated in strict confidence.

Responsibilities

As a Customer Service Assistant, you will:

• Respond to customer queries through our email helpdesk and other support channels.

• Help customers resolve their questions quickly, clearly and professionally.

• Work towards customer service targets, including response times, resolution quality and customer satisfaction.

• Review customer bank verification documents and make sure records are complete and accurate.

• Follow MiFinity processes carefully when handling customer information and documentation.

• Support customer retention by providing a helpful and positive experience.

• Handle customer complaints calmly and professionally, following company procedures.

• Escalate issues to your line manager when further investigation is needed.

• Deal courteously and effectively with enquiries from customers, clients and internal teams.

• Process customer and client information in line with company procedures.

• Make sure all work is completed in line with relevant industry regulations and business requirements.

• Collate customer information for daily and weekly reports.

• Support the wider team with ad hoc tasks when required.

The ideal candidate will have

• A willingness to work weekends as part of a rota or shift-based schedule.

• The ability to use PC, stay organised and prioritise your workload.

• A positive, team-focused attitude and a genuine interest in helping customers.

• Strong written communication skills, especially when supporting customers by email, chat or calls.

• The confidence to deal with customer requests and find practical solutions.

• A calm and empathetic approach, especially when customers need extra support.

• A proactive attitude to problem-solving.

• The ability to learn new systems and follow processes accurately.

• Good attention to detail, with a focus on getting things right the first time.

• The ability to work in a fast-paced environment.

• A willingness to learn, take feedback and adapt to change.

• Experience working towards targets or KPIs would be useful.

• A flexible approach to new tasks, changing priorities and updated processes.

• Additional languages would be a plus.

Why join MiFinity?

• Join a growing fintech company with international reach.

• Be part of a friendly Belfast-based team where your work matters.

• Receive full training and ongoing support.

• Build experience in payments, customer service and financial technology.

• Work in a business that values teamwork, ownership and fresh ideas.