CS Financial Crime Operations Supervisor

Λεμεσός
Μόνιμη
Πλήρης Απασχόληση

Πριν 2 μήνες
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eToro is the trading and investing platform that empowers users to invest, share and learn. We were founded in 2007 with the vision of a world where everyone can trade and invest in a simple and transparent way. We have created an investment platform that is built around collaboration and investor education. On our platform, users can view other investors’ portfolios and statistics, and interact with them to exchange ideas, discuss strategies and benefit from shared knowledge. We have over 38 million registered users from 100 countries and our platform is available in 20 languages. We are a fast growing business with over 1,500 employees across 13 offices around the globe, strategically positioned to serve the needs of users. You can find out more about eToro .We are constantly growing and are excited to share that we are looking for a Customer Support Financial Crime Operations Supervisor to join our team!What will you be doing?

Supervise daily operations of the FCMU Fraud Customer Support team
Set performance expectations, monitor KPIs, and conduct regular training and feedback sessions
Support team scheduling and resource allocation to meet SLAs
Monitor team backlog and productivity
Ensure all client communications related to financial crime investigations are accurate, clear, and timely
Review high-risk or escalated cases to ensure proper and compliant handling
Guide the team on how to explain regulatory or procedural outcomes effectively to clients
Optimize and uniform handling of high-club clients
Liaise with FCMU Investigators, Compliance, Risk, and Legal teams to ensure case updates are consistent and informed
Act as a point of contact between the FCMU and front-line customer support where additional guidance is required
Identify process gaps and implement improvements to streamline client communication workflows
Contribute to internal knowledge bases, SOP documentation, and training materials
Ensure all communications comply with regulatory obligations and internal policy standards
Participate in audits and assist with the preparation of internal reports on case communication activities

Sub Department:
OperationsRole:
Operations

3+ years in customer support or financial crime operations, with at least 1 year in a supervisory role
Bachelor’s degree in Finance, Business, Criminal Justice, or a related field preferred
Prior exposure to AML, fraud detection, or transaction monitoring environments is strongly preferred
Strong interpersonal and communication skills
Ability to interpret and explain complex regulatory issues clearly to clients
Proficient in CRM systems and case/ticket management tools (e.g., Salesforce, Zendesk, Actimize, etc.)
Strong analytical and problem-solving abilities
Familiarity with global AML regulations (e.g., FATF, EU AMLD, BSA) is a plus
High attention to detail, discretion, and professionalism when handling sensitive information

eToro