Trade & Risk Operations - Customer Support Specialist

Trade & Risk Operations - Customer Support Specialist

About FP Trading
FP Trading LLC is a multi-regulated online forex and CFD brokerage offering trading services across MT4, MT5, and cTrader platforms. Operating under the FSA, FSRA, FSCA, and FSC regulatory frameworks, we serve a global client base with a commitment to operational integrity, regulatory compliance, and exceptional client experience.
Role Overview
The Customer Support Specialist - Risk Operations is a hybrid role that combines front-line client support with operational risk triage. You will serve as the bridge between our Customer Support, Backoffice/Onboarding, Risk, Compliance, and Payments teams - handling client-facing inquiries while identifying, flagging, and escalating risk and compliance matters in
real time.

This role is ideal for someone with 1-3 years of experience in customer support or operations within the forex, CFD, fintech, or financial services space who wants to deepen their exposure to risk management, fraud prevention, and regulatory compliance.

You will work closely with the CS and Backoffice team leaders, collaborate daily with Risk and Compliance departments, and contribute to maintaining a secure, compliant, and client-centric operation.

Key Responsibilities

Client Support & Escalation Handling

• Serve as a point of contact for complex and risk-related client cases, including account verification issues, deposit/withdrawal disputes, account restrictions, and trading-related complaints.
• Deliver professional, timely support via email, live chat, phone (VoIP), and ticketing systems while adhering to SLA targets.
• Triage and route escalations appropriately using the established escalation framework, engaging Team Leaders and the Supervisor for high-severity cases.
• Handle sensitive client communications with discretion, particularly around account rejections, abuser flags, and compliance-driven restrictions (where disclosure to the client is handled exclusively by Risk or Compliance).

Risk Identification & Fraud Prevention

• Monitor client accounts and transaction activity for unusual patterns, including gap trading, bonus abuse, multi-account clusters, chargebacks, and suspicious trading behavior.
• Execute the Abuser Procedure (Stage 1 and Stage 2) in Salesforce, including updating application outcomes, blocking/enabling withdrawals and transfers, documenting actions, and posting confirmations in the designated Slack channels.
• Review and process withdrawal hold requests initiated by the Risk team, coordinating confirmation across relevant departments.
• Flag potential identity fraud, account takeovers, and third-party payment attempts for further investigation.
• Support multi-closure investigations when the Risk team identifies linked clusters of flagged accounts.

KYC, AML & Compliance Support

• Review and verify onboarding documentation for individual, joint, corporate, and IB/partner accounts, including Proof of Identity (POI), Proof of Address (POA/POR), and Proof of Funds (POF).
• Conduct Know Your Customer (KYC) and Customer Due Diligence (CDD) assessments using Sumsub, including manual verification runs and EV link updates.
• Support Enhanced Due Diligence (EDD) reviews for higher-risk clients, including PEP screenings via World-Check and sanctions list checks.
• Escalate compromised identities, PEP alerts, and complex compliance cases to the Compliance team via the appropriate Slack helpdesk channels.
• Ensure all onboarding and verification activities comply with AML, CTF, and the applicable regulatory requirements under FSA, FSRA, FSCA, and FSC frameworks.

Payments & Transaction Reviews

• Investigate deposit and withdrawal issues, failed transactions, payment disputes, and chargeback cases in coordination with the Payments team and PSP contacts.
• Verify payment method ownership and flag discrepancies or fraud indicators.
• Monitor refund requests and withdrawal patterns for potential abuse or financial crime risk.
• Coordinate with internal payments teams and external payment service providers to resolve transaction-related concerns.

Investigation & Documentation

• Conduct case-level investigations using Salesforce, trading platform back-office tools (MT4/MT5 Manager), Sumsub, Zendesk ticket histories, and relevant client documentation.
• Maintain accurate, auditable records of all investigations, risk assessments, and decisions taken.
• Prepare case summaries and recommendations for management and compliance review.
• Update and maintain shared tracking tools (e.g., Abuser spreadsheet, handover logs) to ensure continuity across shifts.

Cross-Functional Collaboration

• Collaborate daily with Risk, Compliance, Payments, IT, and Partners/IB teams through Slack helpdesk channels and email.
• Participate in the daily escalation review cycles, helping triage and follow up on pending items across departments.
• Support the Backoffice/Onboarding team during peak periods or staff shortages, including processing account applications, address changes, swap-free requests, and unarchiving requests.
• Contribute to team knowledge-sharing by documenting recurring case patterns and updating internal SOPs and knowledge base articles.

Required Qualifications

Experience

• 1-3 years of experience in Customer Support, Client Operations, Risk Operations, or Onboarding within the forex/CFD brokerage, fintech, payments, or financial services industry.
• Hands-on experience with KYC/AML verification processes and client onboarding workflows.

Technical Knowledge

• Working knowledge of:
  
  • KYC (Know Your Customer) and CDD (Customer Due Diligence) procedures
  • AML/CTF regulations and red flag indicators
  • Deposit, withdrawal, and payment processing workflows
  • Forex/CFD trading products and account types (individual, joint, corporate, IB)

Familiarity with MetaTrader 4 (MT4) and/or MetaTrader 5 (MT5) platforms, including basic back-office functions.



Skills

• Strong analytical and investigative mindset with attention to detail.
• Excellent written and verbal communication skills in English.
• Ability to handle sensitive information with discretion and professionalism.
• Comfortable making risk-informed decisions under time pressure.
• Strong documentation habits and commitment to audit-ready record-keeping.
• Ability to balance client experience with risk and compliance requirements.
• 
  Preferred Qualifications
  
• Experience with Zendesk, Salesforce, LiveChat, or similar CRM/ticketing platforms.
• Familiarity with KYC verification tools such as Sumsub or similar identity verification platforms.
• Experience with sanctions/PEP screening tools (e.g., World-Check).
• Exposure to cTrader, PAMM/MAM, or social/copy trading platforms.
• Knowledge of chargeback and dispute management processes.
• Additional language skills (Arabic, Russian, Mandarin, or European languages) are a strong plus.
• Bachelor's degree in Finance, Business Administration, Economics, or a related field.