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. Founded by entrepreneurs 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

We are looking for a proactive and detail-oriented Client Services Officer to join our operations team. This role is responsible for supporting merchants and wallet users with day-to-day operational queries, assisting with dispute and chargeback processes, and helping ensure a high level of client service across our EMI and acquiring services.

The ideal candidate will have experience in payments, fintech, or financial services and will be comfortable working in a fast-paced operational environment. This role involves close collaboration with the Senior Client Services Officer and other internal teams to resolve issues efficiently and support merchants throughout their lifecycle.

Main responsibilities

• Serve as a first point of contact for merchants and wallet users, responding to support tickets and operational queries in a timely manner.

• Assist with the management of chargebacks and disputes, including notifying merchants, collecting documentation, and preparing evidence for submission.

• Monitor support queues and ensure all client requests are handled within defined service levels.

• Support merchants during onboarding and integration by assisting with testing, troubleshooting basic API or payment flow issues, and coordinating with technical teams when necessary.

• Help track dispute deadlines and ensure required responses are submitted on time.

• Escalate complex client issues to the Senior Client Services Officer where required.

• Maintain accurate records of client communications, disputes, and operational cases in internal systems.

• Work closely with internal teams including operations, compliance, and technical support to resolve merchant issues.

• Identify recurring client issues and assist in improving support processes and documentation.
  

What We are Looking For

• 1 - 3 years of experience in client support, payments operations, or a similar role within fintech, EMI, or financial services.
• Basic understanding of payment processing, merchant accounts, and chargeback processes.
• Strong organizational skills and the ability to manage multiple tasks and deadlines.
• Excellent written and verbal communication skills.
• A problem-solving mindset with attention to detail.
• Ability to work collaboratively within a team and escalate issues appropriately.
• Experience with ticketing systems such as Zendesk or similar CRM tools is considered an asset.
• Must have the legal right to work in Malta (valid work permit or residency).

What We Offer:

• Flexible working conditions.
• Competitive Salary 
• Daily Lunch allowance 
• Private Medical Insurance
• Gym allowance - available after probation period 
• Birthday/anniversary gifts 
• Training and development opportunities - available after probation period