Customer Complaints Manager – Forex

2 days ago

Limassol, Limassol, Cyprus D-WAY CONSULTING Full time €40,000 - €80,000 per year

We are looking for a leading Forex brokerage firm providing online trading services in global financial markets. There mission is to ensure the highest standards of transparency, integrity, and customer satisfaction. They are currently seeking an experienced and detail-oriented Customer Complaints Manager to join our Compliance and Customer Care team.

⸻

Key Responsibilities:


• Manage, investigate, and resolve customer complaints in accordance with company policies and regulatory requirements.


• Maintain accurate records of all complaint cases and ensure timely responses to clients.


• Identify patterns or recurring issues and recommend improvements to internal processes.


• Collaborate with departments such as Compliance, Customer Support, Risk, and Legal to ensure fair and efficient complaint handling.


• Prepare regular reports and analyses for senior management and regulators (where applicable).


• Ensure that complaint-handling procedures are compliant with CySEC / FCA / DFSA / ASIC or other relevant financial authorities.


• Provide feedback and training to staff to prevent future complaints and improve customer experience.


• Stay updated with industry regulations, standards, and best practices in the Forex and CFD sector.

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Requirements:


• Bachelor's degree in Business, Finance, Law, or related field.


• Minimum 2–3 years of experience in a Forex / Financial Services / Compliance role.


• Strong knowledge of regulatory frameworks (e.g., MiFID II, CySEC, FCA).


• Excellent command of English (written and verbal); additional languages are a plus.


• High attention to detail, strong analytical and problem-solving skills.


• Ability to handle sensitive situations professionally and maintain confidentiality.


• Proficiency in CRM and complaint management systems.

⸻

What We Offer:


• Competitive salary and performance-based bonuses.


• Opportunity to work in a dynamic, international Forex environment.


• Professional growth and ongoing training.


• Supportive team culture and modern office environment.

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