Complaints Officer

Join our dynamic team at IC Markets as a Complaints Officer and help shape the future of FinTech innovation. This full-time, on-site opportunity based in Limassol offers you the chance to make a real impact in a fast-paced and forward-thinking environment. Apply now and take the next step in your career with us

Who We Are:

IC Markets, a global leader in trading with over 15 years of success, a strong international presence, and a team of skilled professionals, remains at the forefront of financial technology innovation. As an agile company that values growth and collaboration, we offer an exciting opportunity to be part of a dynamic industry where innovation meets excellence.

What You'll Do:

As a Complaints Officer, you will primarily manage the complete complaints lifecycle by accurately recording, tracking, and maintaining all complaints in the register. Your responsibilities include drafting clear, fair, and professional responses to customers, authorities, and regulators within required timeframes and conducting internal investigations to gather and verify information. You will also prepare periodic complaint reports to identify emerging trends and potential compliance risks. Furthermore, you will provide Compliance Support, such as assisting with monitoring key compliance controls, supporting the preparation of regulatory reports, participating in compliance risk assessments, and staying current with relevant laws and regulations.

What We're Looking For:

Complaints Management

• Accurately record, track, and maintain all complaints in the complaints register, ensuring completeness and data integrity.
• Draft clear, fair, and professional responses to customers, official authorities, and regulators within required timeframes.
• Monitor the progress of complaints through to resolution, following up proactively to secure timely outcomes.
• Conduct internal investigations by liaising with relevant departments to gather, analyze, and verify information.
• Prepare periodic complaints reports, identifying emerging trends, causes, and potential compliance risks for management review.
• Maintain comprehensive documentation of complaints, investigations, outcomes, and any remedial or corrective actions taken.

Compliance Support

• Assist in monitoring and testing key compliance controls, ensuring adherence to internal policies and regulatory requirements.
• Support the preparation and submission of recurring and ad-hoc regulatory reports.
• Participate in compliance risk assessments.
• Provide input on policy and procedure updates related to complaint handling, client communication, and customer protection, among others.
• Support the Compliance team in staff awareness initiatives and training related to regulatory obligations and best practices.
• Keep abreast of changes in applicable laws, regulations, and industry standards impacting complaints management and overall compliance.
• Escalate identified compliance breaches or systemic issues uncovered during complaint reviews in line with escalation procedures.

Qualifications:

• Bachelor's degree in business, Economics, Finance, Law, or a related field
• CySEC Advanced certification will be considered an advantage

Required Skills and Technologies:

• At least 2 years of relevant experience
• Previous experience in compliance and managing complaints will be considered an advantage
• Basic understanding of regulatory requirements and compliance principles
• Detail-oriented with a high level of accuracy in documentation and record-keeping
• Excellent oral and written communication skills in English
• Proficiency in the Microsoft Office suite

Working Schedule:

Monday to Friday: 09:00 – 17:00

Why Join Us? Experience Rewards Beyond Just a Job Because You Matter.

• Competitive Pay – We value you, not just your role. Our compensation reflects the skills and experience you bring to the table.
• Career Growth – Your journey is important. We're here to support your development with ongoing learning and clear paths to advancement.
• Work-Life Balance – Time to rest is time to thrive. With 22 days of annual leave, your personal life is respected and prioritized.
• Wellness & Healthcare – Health comes first. Enjoy 12 paid sick days and full medical insurance coverage after 6 months—because your well-being is our priority.
• Future Security – We're invested in your tomorrow. Access our provident fund after 6 months for peace of mind down the road.
• Snack Hub – We care about your daily comfort. Our fully stocked kitchen keeps you energized with fresh fruit, snacks, and beverages.
• Lunch on Us – Nourishment and connection matter. Enjoy a delicious daily lunch buffet with teammates.
• Paid Overtime – Your extra effort doesn't go unnoticed. We recognize and reward the time you put in.
• Learning & Development – We believe in your potential. Dedicated budgets support your upskilling and curiosity.
• Referral Bonus – People matter here. Bring in great talent and get rewarded for growing our community.
• Team Spirit – Culture is everything. Join a team that celebrates together through events and team-building activities.
• Fitness & Recreation – Stay active and refreshed with access to gym facilities, organized sports, and relaxing spa treatments.
• Unwind Fridays – We're human too. Enjoy a relaxed Friday drink with colleagues to close the week on a high note.

Our culture is built on empathy, respect, and trust, because at the heart of everything we do is you.

Your next big opportunity starts here

• Apply now at and let's build something incredible together
• Thank you for your interest in joining IC Markets. Due to the high volume of applications, only candidates under consideration will be contacted. All applications are handled with the strictest confidentiality.