Assistant Team Leader (Fluent Danish Speaking)

For the past 15 years, Novum has helped more people getting access to financial services through our cards and digital lending business. Our office in Malta is our head office and has 300 days of sun during the year. Here you will find 200 employees with 18 different nationalities. 

Job Description:

You will be part of the Danish Lending team which is responsible for the Danish customers of the Bank by onboarding new customers and assisting current customers with repayments.

The Assistant Team Lead is responsible for nurturing the operations team for our lending business in Denmark. The successful candidate will work closely with the Deputy Country Manager in building a successful brand and help the team reach its targets.

The role is located in our Malta office with working hours during regular office hours from Monday to Friday, and one Saturday shift per month. 

Responsibilities:

• Assist the Deputy Country Manager in developing the business and improving the process efficiency.
• Assist in distributing workload and planning shift schedules.
• Onboard and train new employees.
• Assist with quality assurance review and feedback of agent communications with customers.
• Setting the standard by providing an excellent customer experience.
• Provide responses to customer enquires including but not limited to complaints, GDPR queries, and Trustpilot reviews.
• Assist with testing our communication effectiveness, including but not limited to sending out marketing material and payment notices through physical letters and e-boks letters.
• Work closely with other Bank departments, especially Payments and Collections, to ensure operational excellence.
• Work closely with our external debt collection agency in processing legal cases.
• Ensure that the appointed strategies and instructions are executed to reach team targets and deadlines.
• Respond to any customer queries via email, live chat, SMS, and phone calls.
• Ensure adherence to the Bank’s Code of Ethics and related policies.

Skills & Experience:

You are a service-minded, organized, and outgoing individual. You always have an overview of your tasks and know how to create the appropriate structure for yourself to ensure that no case is left unresolved. You are a team player who enjoys spending time with your colleagues and want to contribute to creating some memorable years in Malta for all team members.

• Able to read, write and speak fluent Danish and English.
• Minimum high school graduation. An AP degree or bachelor’s degree in business administration, marketing, or finance would be considered an advantage.
• Customer service, sales, and case handling experience. Debt collection or lending experience would be considered an advantage.
• Proficient in Microsoft Office programs (Outlook, Word, Teams, and Excel).
• Attention to detail, extraordinary time/calendar management skills and high standard of work.
• Willingness to learn and grow.

Summary:

This role is more than just a job – it’s an adventure! We’re offering an unmatched opportunity to take the next step up in your career, shape the future of our lending team, and make a real impact on our growth!

Here at Novum we proactively support a collaborative culture where everyone is important. You will not only be joining something exciting, but you will also be a direct contribution to our journey! Our aim is to deliver best in class customer service while empowering our people to reach their personal goals. 

We are team players and cross functional collaborators with a flat hierarchy and an open-door policy. We invest in our people. Not just with a great benefits package and good coffee (and Friday beers), but in focusing on your growth and development. We always encourage innovation and getting involved in projects and we support employee interests and hobbies because we understand that happy people make happy employees!

Excellen Salary = Benefits Package + Bonus

Interested - Please Apply Today!

Our Recruitment Team will get back to you Directly.

Please include a CV with your application.