Our client is a 60-person Group of companies based in Limassol and operating in various sectors including Payments, Crypto and are currently looking to recruit a Head of Client Onboarding/Underwriting to own the full journey from signed commercial interest to a live, funded, correctly configured account — and to keep owning that client's risk profile after go-live.

The Group is built on professionalism, ownership and open communication allowing people room to take responsibility, contribute ideas and shape how the business runs.

The Role:

• In a payments business, onboarding isn't admin — it's risk decisions, evidence files and partner negotiations, all at once.
• We're hiring a Head of Client Onboarding/Underwriting to own the full journey from signed commercial interest to a live, funded, correctly configured account — and to keep owning that client's risk profile after go-live.

You'll be accountable for:

• Decisions the firm can defend — to regulators, sponsor banks, card schemes and auditors, based on the evidence in the file at the time.
• Onboarding that keeps pace — enough speed and capacity that commercially sound deals don't stall.
• Packs partners accept first time — complete, well-prepared, built to each counterparty's requirements.
• Reports to the COO. Leads a team of onboarding analysts, KYC/KYB specialists and risk underwriters.

What you'll own:

• KYC/KYB standard across the book — structure unwind, UBO verification, screening, EDD, source of funds/wealth.
• Risk rating and the reasoning behind it — documented, defensible rationale, not just a score.
• Interrogation of the business model — what's actually sold, to whom, under what licence — catching what documents alone won't surface: undisclosed related parties, transaction laundering indicators, MCC mismatch, nominee arrangements.
• The client after go-live — periodic review, document refresh, re-assessment when the business drifts from what was underwritten.
• First-line monitoring — setting the expected activity profile, triaging alerts, escalating to Compliance/MLRO.
• Partner and rail relationships — current per-counterparty requirement maps, first-time acceptance rate, response to partner reviews.  
• Scheme registration and MCC coding, with underwriting records producible on demand.
• Funds flow — clear, defensible presentation to committee and partners.
• SLAs and capacity — an instrumented funnel with honest reporting on the speed-vs-quality trade-off.
• Policy, controls and audit readiness — point of contact for internal/external audit and regulatory inspection.
• The team — structure, QA, coaching, and documented process so nothing sits in one person's head.
• Tooling — working with the CTO to automate low-risk, high-volume checks.

What we're looking for:

• 5+ years in underwriting/merchant risk at an acquirer, PSP, Payfac, EMI, PI or sponsor bank, including 2+ years leading a team.
• Hands-on KYB on complex structures — multi-layer ownership, offshore holding entities, trusts, nominees — including the judgement to say a structure can't be verified.
• Working command of individual KYC, PEP/sanctions, adverse media, source of funds/wealth.
• Track record building and defending onboarding packs through counterparty review.
• Ability to map and present funds flow accurately.
• Written risk decisions that hold up under review, including under commercial pressure.
• Business-level English.

Strongly desirable:

• High-risk sector experience (Gaming, CFD, Crypto, Pharma).
• Experience inside a regulatory inspection, scheme investigation or partner file review.
• UK/EU AML/CTF familiarity and AEMI licence experience.
• ICA, ACAMS or equivalent certification.
• Onboarding/KYB tooling implementation or migration experience.

Salary Package:

• Based on skills, experience and  seniority from 60-75k + discretionary bonus.
• Daily lunch provided at the office.
• EKO Miles fuel card.

Working Hours:

Monday to Friday 8:00am to 5:00pm (onsite)

To apply:

Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Head of Onboarding / Underwriting with reference number 4470.
Or you can apply directly through your candidate login by hitting the APPLY button.

Our client is a fast-growing fintech and payment solutions company providing innovative financial services and digital payment solutions to clients globally and are currently looking to recruit a Transaction Operations & Customer Support Specialist to join their team in Limassol.

Duties & Responsibilities:

• Process and monitor incoming and outgoing payment transactions across multiple banking partners and payment rails.
• Investigate, resolve, and follow up on payment exceptions, failed transactions, recalls, returns, and rejected payments.
• Respond promptly and professionally to customer inquiries via email, chat, and support ticketing systems.
• Assist customers with account-related queries, payment status updates, and transaction investigations.
• Liaise with banking partners and payment providers to resolve transaction-related issues.
• Perform daily operational checks to ensure payment processing runs smoothly.
• Monitor payment queues and ensure transactions are processed within agreed service levels (SLAs).
• Review customer documentation and assist with KYC/KYB verification where required.
• Escalate suspicious activities or unusual transactions to the Compliance team in accordance with AML policies.
• Assist with transaction reconciliations and investigate discrepancies between internal systems and banking partners.
• Maintain accurate records of customer interactions and operational activities.
• Coordinate with Compliance, Finance, and Technology teams to resolve operational issues efficiently.
• Prepare reports relating to transaction volumes, operational incidents, recalls, and customer support metrics.
• Identify opportunities to improve operational processes and customer experience.
• Assist with testing and implementation of new payment products, banking integrations, and operational procedures.
• Ensure compliance with internal policies, regulatory requirements, and data protection standards.
• Support customers during the onboarding process and provide guidance on platform functionality.
• Handle customer complaints professionally, ensuring timely investigation and resolution.
• Contribute to maintaining high customer satisfaction and operational excellence.
• Perform other operational and administrative duties as assigned by management.

Key Skills:

• Excellent communication and customer service skills.
• Strong analytical and problem-solving abilities.
• High attention to detail and accuracy.
• Ability to work under pressure and manage multiple priorities.
• Knowledge of payment operations, banking, or fintech is an advantage.
• Familiarity with KYC/AML procedures and payment investigations is desirable.
• Proficiency in Microsoft Excel and general office applications.
• Team-oriented with a proactive and solution-focused mindset.

What We Offer:

• Competitive salary up to 2000 Euros NET monthly .
• Full training and ongoing professional development.
• Work with an international and fast-growing fintech company.
• Opportunities for career progression as the company continues to expand.

Working Hours (onsite):

• Monday to Friday 9:00am to 6:00pm (1 hour lunch break)

To apply:

Please send your CV to StaffMatters at admin@smstaffmatters.com and mention that you are applying for the vacancy of Transaction Operations & Customer Support Specialist with reference number 4432.
Or you can apply directly through your candidate login by hitting the APPLY button.