Our client is a fast-growing fintech and payment solutions company providing innovative financial services and digital payment solutions to clients globally and are currently looking to recruit a Transaction Operations & Customer Support Specialist to join their team in Limassol.
Duties & Responsibilities:
- Process and monitor incoming and outgoing payment transactions across multiple banking partners and payment rails.
- Investigate, resolve, and follow up on payment exceptions, failed transactions, recalls, returns, and rejected payments.
- Respond promptly and professionally to customer inquiries via email, chat, and support ticketing systems.
- Assist customers with account-related queries, payment status updates, and transaction investigations.
- Liaise with banking partners and payment providers to resolve transaction-related issues.
- Perform daily operational checks to ensure payment processing runs smoothly.
- Monitor payment queues and ensure transactions are processed within agreed service levels (SLAs).
- Review customer documentation and assist with KYC/KYB verification where required.
- Escalate suspicious activities or unusual transactions to the Compliance team in accordance with AML policies.
- Assist with transaction reconciliations and investigate discrepancies between internal systems and banking partners.
- Maintain accurate records of customer interactions and operational activities.
- Coordinate with Compliance, Finance, and Technology teams to resolve operational issues efficiently.
- Prepare reports relating to transaction volumes, operational incidents, recalls, and customer support metrics.
- Identify opportunities to improve operational processes and customer experience.
- Assist with testing and implementation of new payment products, banking integrations, and operational procedures.
- Ensure compliance with internal policies, regulatory requirements, and data protection standards.
- Support customers during the onboarding process and provide guidance on platform functionality.
- Handle customer complaints professionally, ensuring timely investigation and resolution.
- Contribute to maintaining high customer satisfaction and operational excellence.
- Perform other operational and administrative duties as assigned by management.
Key Skills:
- Excellent communication and customer service skills.
- Strong analytical and problem-solving abilities.
- High attention to detail and accuracy.
- Ability to work under pressure and manage multiple priorities.
- Knowledge of payment operations, banking, or fintech is an advantage.
- Familiarity with KYC/AML procedures and payment investigations is desirable.
- Proficiency in Microsoft Excel and general office applications.
- Team-oriented with a proactive and solution-focused mindset.
What We Offer:
- Competitive salary up to 2000 Euros NET monthly .
- Full training and ongoing professional development.
- Work with an international and fast-growing fintech company.
- Opportunities for career progression as the company continues to expand.
Working Hours (onsite):
- Monday to Friday 9:00am to 6:00pm (1 hour lunch break)
To apply:
Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Transaction Operations & Customer Support Specialist with reference number 4432.
Or you can apply directly through your candidate login by hitting the APPLY button.
