Client Operations supports clients day to day and protects service quality in a regulated environment. As a Client Support Specialist, you will handle client requests and issues across onboarding and ongoing servicing, making sure responses are accurate, documented, and aligned with internal controls (including KYC/AML escalation paths where relevant).
This role suits someone who can be helpful without improvising: you’ll be expected to follow process, keep clean records, and escalate early when something touches risk, fraud, complaints, or regulatory obligations.
Job Responsibilities
- Provide first-line support to clients via agreed channels, handling queries across onboarding status, account servicing, platform usage, and operational requests.
- Triage, categorise and prioritise inbound requests, ensuring clear ownership and timely resolution (including hand-offs to KYC, Compliance, Finance, or Technology where needed).
- Maintain accurate client communication records and case notes so work is traceable and audit-ready.
- Follow internal controls when processing client instructions or requests, including verification steps and approval routes where required.
- Identify and escalate suspicious, high-risk, or unusual client behaviour to the relevant owners (e.g., MLRO/KYC team) in line with internal policy.
- Support complaints handling workflows: log complaints, coordinate investigations, keep records, and ensure responses are consistent and approved where required.
- Coordinate operational fixes and follow-ups with internal teams, keeping clients informed without overpromising or guessing timelines.
- Contribute to improving client support standards: propose updates to scripts, macros, knowledge base articles, and recurring issue playbooks.
What good looks like in the first 3–6 months
- Clients get clear, consistent responses that solve the issue without creating follow-up loops or contradictory information.
- Cases are documented properly: anyone can pick up a file and understand what happened, what was done, and what remains open.
- Escalations work: risk-sensitive issues (KYC/AML flags, complaints, suspected fraud, operational errors) are raised early with usable summaries and evidence.
Key Topics
- Client servicing in a regulated financial services environment
- Recordkeeping and audit trail discipline in client communications
- Complaints handling concepts and escalation routines
- KYC/AML escalation awareness (what to spot, when to escalate, how to document)
- Operational controls around client instructions and sensitive changes
- Cross-team coordination and case management principles
Qualifications
- Relevant experience in client support / client operations in financial services (investment firm, broker, bank, EMI/PSP or similar regulated environment preferred).
- Strong written and spoken English, with the ability to explain operational requirements clearly and professionally.
- Comfortable working with structured processes, evidence, and case notes; understands why “if it isn’t documented, it didn’t happen”.
- Practical judgement: able to recognise what you can resolve vs what must be escalated (risk, complaints, suspicious activity, errors).
- Calm under pressure and able to handle volume without losing accuracy.
- Ability to work on-site in Limassol (this role is not hybrid).
Other skills
- Clear, disciplined communication style (no guessing, no overpromising).
- Attention to detail and comfort working with checklists and approval steps.
- Strong follow-through: closes loops internally and with clients.
How to apply
Apply with your CV (LinkedIn optional). A short note is welcome, but not required.
