Compliance Complaints Officer

Compliance Complaints Officer

About the role

XM is looking for a detail-oriented Compliance Complaints Officer to join its Compliance team in Cyprus.

In this role, you will manage and investigate customer complaints, coordinate with internal departments and help ensure that responses meet applicable regulatory requirements and company policies.

You will maintain accurate records, monitor complaint resolution timelines and contribute to reports that identify recurring issues, compliance risks and potential areas for improvement.

The position is suited to someone with previous experience in compliance, complaints handling, financial services, legal operations or another regulated business environment.

What you’ll be doing

• Register and maintain accurate records of customer complaints.

• Monitor active cases and follow up with relevant teams to support timely resolution.

• Investigate complaints by gathering and reviewing information from internal departments.

• Prepare clear, professional and balanced written responses to customers.

• Assist with responses and submissions addressed to regulators or other official bodies.

• Ensure complaint responses are completed within applicable deadlines.

• Document investigations, findings, communications and corrective actions.

• Help identify recurring complaint trends, potential risks and root causes.

• Contribute to periodic management reports covering complaint activity and outcomes.

• Support other departments with compliance and regulatory enquiries.

• Assist senior compliance team members with recurring and ad hoc regulatory reports.

• Participate in compliance-monitoring activities.

• Stay informed about relevant legislation, regulatory requirements and industry standards.

• Help improve complaint-handling procedures and internal record-keeping practices.

What we’re looking for

• A Bachelor’s degree in Business, Economics, Finance, Law or another relevant discipline.

• At least two years of relevant professional experience.

• A basic understanding of regulatory requirements and compliance principles.

• Strong written and verbal communication skills in English.

• The ability to write clear, fair and professional customer responses.

• Excellent attention to detail and a high level of accuracy.

• Strong documentation, organisation and record-management skills.

• The ability to investigate issues and assess information from different sources.

• Good time-management skills and the ability to work within regulatory deadlines.

• The ability to handle confidential or sensitive information responsibly.

• Proficiency with Microsoft Office.

• The ability to collaborate effectively with different internal departments.

Skills that would be an advantage

• Previous experience managing or investigating customer complaints.

• Experience working in financial services, fintech, investment services or another regulated industry.

• Familiarity with complaints-handling regulations and reporting requirements.

• Experience communicating with regulators or external authorities.

• Knowledge of Cyprus financial-services regulations.

• A CySEC Advanced certification.

• Experience preparing compliance or management reports.

• Familiarity with root-cause and trend analysis.

Work arrangement

This is a full-time hybrid position that may be based in either Limassol or Nicosia, Cyprus.

Candidates can select their preferred location when submitting their application.

Benefits

The benefits offered for this position include:

• A competitive remuneration package.

• A performance-related reward.

• Private health insurance.

• Access to a corporate pension fund.

• Professional-development opportunities.

• International training opportunities.

• A challenging and intellectually engaging work environment.

The complete benefits package and applicable eligibility conditions should be confirmed directly with XM during the recruitment process.

Recruitment process

The recruitment process is expected to include:

1. An introductory conversation with the Talent Acquisition team.

2. A first interview with members of the relevant team.

3. A role-specific take-home task.

4. A final interview.

The exact process may vary depending on the application and business requirements.

About XM

XM is an international financial-services and online-trading brand. Its teams work across areas including technology, compliance, operations, finance, customer experience and financial products.

How to apply

Applicants should apply through XM’s official application page and submit an up-to-date CV.

Candidates should be prepared to provide:

• Their preferred work location: Limassol or Nicosia.

• Their full contact details and current location.

• Their current city of residence.

• Confirmation of whether they are legally authorised to work permanently in the selected location.

• Their annual gross salary expectations in euros.

• Information about applicable military-service obligations.

A LinkedIn profile and other professional links may also be included.

XM states that artificial-intelligence tools may assist with parts of its recruitment process, including reviewing application materials. Final hiring decisions are made by human members of the recruitment team.

Applications are processed directly by XM. cyprustech.careers is presenting this opportunity for informational purposes and is not acting as the employer or recruitment agency for this vacancy.