Client Operations Representative

About the role

Moneycorp is seeking a Client Operations Representative to join its Customer Services team in Gibraltar. The role is central to delivering high‑quality support to the bank’s corporate and private clients, handling queries, complaints and vulnerable‑customer assistance in line with Consumer Duty obligations.

Key responsibilities

• Act as the first point of contact for customer enquiries across phone, email and face‑to‑face channels.
• Resolve issues proactively, using initiative rather than scripted responses.
• Collaborate with colleagues in other departments to investigate and fix problems.
• Track and retrieve information for internal teams as required.
• Log all customer interactions accurately and forward them to the appropriate business units.
• Take personal ownership of the customer experience and ensure satisfaction.
• Handle escalations and complaints in line with company policy and regulatory standards.
• Organise follow‑up actions and maintain high‑quality client records, including CRM updates.

Required profile

• Experience in a customer‑service or middle‑office role is advantageous but not mandatory.
• Comfortable communicating via telephone, email and in person.
• Excellent written and spoken English.
• Additional language skills (e.g., French, Spanish, Portuguese/Brazilian) are a plus.
• Quick learner with a proactive, empathetic approach to client support.