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Posted: 10/14/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service capabilities with a focus on effective communication, empathy, and operational efficiency. Proficient in managing customer inquiries and ensuring compliance with regulatory requirements while maintaining high standards of service excellence.
Highest-signal resume keywords
Customer Service ExperienceStrong Written And Verbal Communication SkillsEmpathetic And Active Listening SkillsProficient In Microsoft OfficeBilingual In English And Spanish
About the role
Key responsibilities & impact- Act as the first point of contact for customer enquiries across multiple channels
- Take ownership of customer cases through to resolution and coordinate with internal teams
- Deliver exceptional customer experiences through professional, empathetic and effective communication
- Promote the Bank's values, products and commitment to fair customer outcomes
- Contribute to operational projects, system enhancements and process improvement initiatives
- Provide customer insight to improve service excellence and operational efficiency
- Identify and support vulnerable customers with empathy and discretion
- Ensure appropriate action, escalation and fair outcomes in line with regulatory requirements
- Support Customer Due Diligence and periodic review activities
- Obtain, validate and maintain accurate client information and documentation
- Assist with the Bank's Operational Resilience framework, including testing and monitoring Important Business Services
- Operate as a key first-line control by identifying, escalating and helping mitigate operational, conduct and regulatory risks
- Support daily operations including payment investigations, client follow-ups and record maintenance
- Create and deliver clear, compliant client communications and outreach campaigns
- Support servicing activities, regulatory updates and operational change initiatives
Requirements
What you’ll need- Previous experience in Customer Service or Middle Office roles is desirable but not essential
- Experience handling queries via telephone, email, and face-to-face is advantageous
- Strong written and verbal communication skills
- Empathetic and active listening skills
- Excellent organisational skills and ability to prioritise tasks in a fast-paced environment
- Strong numerical ability for handling data and transactional queries
- IT literate and proficient in Microsoft Office (Word, Excel, Outlook)
- Comfortable with CRM systems
- Exceptional attention to detail and accuracy
- Degree level qualification or equivalent professional experience preferred
- Professional banking, compliance or operational qualifications advantageous
- Excellent English and Spanish, written and verbal, essential
- Additional languages to a business standard highly desirable, particularly French or Portuguese, including Brazilian Portuguese
- Successful candidate must work on a hybrid working model in the Gibraltar office
Benefits
Comp & perks- Full training provided
- Hybrid working model
- Inclusive workplace culture
- Equal Opportunity Employer
- DE&I focus groups and value champion network
- Employee feedback and regular assessments supporting workplace initiatives
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Due DiligenceData HandlingOperational Risk MitigationProcess ImprovementAttention To Detail
Soft Skills
EmpathyOrganizational SkillsActive ListeningEffective Communication
Tools & Technologies
CRM SystemsMicrosoft Office
Certifications & Qualifications
Professional Banking QualificationsCompliance Qualifications
Industry Keywords
Operational ResilienceRegulatory RequirementsCustomer InsightFair Customer Outcomes