Client Services Officer

About Us

At TPF, we believe that payments are an essential part of our complex daily lives, and they should be as simple as possible. Managed by professionals with a successful track record in financial services, TPF is a fully licensed Electronic Money Institution committed to empowering businesses and individuals with effortless ways to make and take payments.

Through a combination of expertise, cutting-edge technology, and standout customer support, we aim to become a global leader in digital payment solutions. We embrace unconventional businesses with unique needs or those operating in emerging sectors, providing business accounts, payment processing services, digital wallets, and payment gateways to help them grow quickly and safely.

About The Role

Reports to: Head of Operations

We are looking for a versatile and proactive Client Services Officer to join our growing operations team. This role blends customer-facing support with light technical integration work to serve clients across our EMI and acquiring services, including digital wallets, merchant accounts, and card processing.

The ideal candidate is someone who enjoys problem-solving, understands the technical aspects of payments and integrations, and takes pride in delivering exceptional customer service in a fast-paced fintech environment.

Responsibilities:

• Respond to support tickets, calls, and emails from wallet users and merchants.
• Assist with account setup, access issues, failed transactions, and configuration changes.
• Ensure excellent service delivery by managing inquiries end-to-end and escalating where needed.
• Guide merchants through the initial integration process by helping test payment flows and reviewing API responses or basic errors.
• Validate integration steps with clients (e.g. webhook tests, sandbox checks) and support go-live preparation.
• Collaborate with the product and technical teams to troubleshoot minor system issues or inconsistencies.
• Assist in setting or adjusting processing parameters for merchants and users.
• Support data accuracy and ensure records are updated in relevant internal systems.
• Report anomalies or recurring issues to the relevant teams for resolution.
• Identify areas of process improvement and suggest optimizations to reduce support friction.
• Handle chargeback notifications and disputes end-to-end, coordinating with internal teams and merchants for documentation, ensuring timely responses, and escalating recurring patterns where necessary.

Key Requirements:

• 1–2 years in customer support or operations within fintech, EMI, or acquiring environments.
• Comfort working with or around technical tools (e.g. payment gateways, APIs, testing environments).
• Strong communicator with the ability to translate between technical and non-technical users.
• Familiarity with card scheme concepts (authorisation, settlement, chargebacks) is a plus.
• Proactive, organized, and eager to learn in a fast-paced setting.
• Experience using Zendesk or similar ticketing systems is considered an asset.
• Must have the legal right to work in Malta (i.e. valid work permit or residency)

Benefits:

• On the job training in a constructive environment with great exposure.
• Flexible working conditions.
• Competitive Salary.
• Daily Lunch allowance.
• Private Medical Insurance.
• Gym allowance - available after probation period.
• Training and development opportunities - available after probation period.
• Birthday/anniversary gifts.