Complaints Handling Officer

payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.

The role is about:

The Complaints Handling Officer will manage, investigate, and resolve all formal complaints received from clients. You will ensure that the institution remains in full compliance with the Central Bank of Cyprus (CBC) directives and the EU Payment Services Directive (PSD2/PSD3). Your goal is to turn negative experiences into opportunities for process improvement while mitigating legal and reputational risk.

Location: Cyprus 

Reporting to: Head of Regulatory Compliance

What you will do:  

• Conduct impartial and thorough investigations into client grievances regarding payment transactions, fees, or service disruptions.
• Ensure all complaints are handled within the strict timeframes mandated by the CBC (typically a preliminary response within 15 business days).
• Serve as the primary point of contact for the Financial Ombudsman of Cyprus. 
• Analyze complaint trends to identify systemic issues or "compliance gaps" within the institution’s operations.
• Prepare monthly and quarterly complaint reports for the Senior Management and the Internal Auditor. Submit annual returns to the regulatory authorities.
• Periodically review and update the Internal Complaints Handling Policy to reflect new EBA (European Banking Authority) guidelines.

What we need:

• 3–5 years of experience in complaints handling, compliance, or dispute resolution within a PI, EMI, bank, or regulated financial institution
• Proven experience managing end-to-end complaint investigations, including drafting formal “Final Response” letters
• Strong understanding of PSD2, CBC complaint handling requirements, and EBA guidelines
• Good working knowledge of AML/CTF frameworks and consumer protection regulations
• Ability to conduct structured investigations, assess evidence, and perform root cause analysis across operational processes
• Excellent written communication skills, with the ability to produce clear, legally sound, and well-structured client responses
• Professional fluency in English and Greek (written and verbal)
• Strong resilience and ability to handle complex or escalated client situations under pressure

The perks of being a payabl.er:

• Future-Proof Your Finances: Once you’ve passed probation, we’ll kickstart your Provident Fund to secure your future. 
• Grow with Us: Annual Learning Budget for professional development (eligible after probation)—because your growth is our growth. 
• Wolt Your Way Through Lunch: €150 monthly Wolt allowance to keep you fueled and happy.
• Stay Active Your Way: Enjoy a SportsBenefits membership giving you access to a wide variety of gyms and sports facilities to support your active lifestyle.
• Drive in Style:  After one year with us, you may be eligible for a company car—performance and availability permitting. 
• Park with Ease: Complimentary parking space just steps from the office, so your commute is as smooth as your workday.
• Max Out Your Downtime: 25 days of vacation + public holidays, plus an additional 10 sick days.
• Shop & Save: Exclusive local discount card + tickets for exciting events like Beonix, basketball games, and more. 
• Speak Like a Local: Join free Greek language classes, twice a week, open to all team members. 
• Celebrate Together: We bring colleagues from all offices together for unforgettable company celebrations.
• Global Collaboration & Events: Opportunities to participate in international company events and initiatives, connecting with colleagues from all regions and contributing to a truly global community

🚀 Our Hiring Process:

• Initial Interview - Conducted by the Talent Acquisition team (30-40 min).
• In-Depth Discussion - A 45-minute interview with the Head of Regulatory Compliance 
• Meet Our Leadership - Focused team fit, with participation from Chief Regulatory Officer and the Head of Talent Acquisition

Let's embark on a journey to redefine the landscape of payments together. We're not just offering a role; we're inviting you to be a part of something bigger. Join our team, and let's innovate, disrupt, and lead the future of payments. Together, we can make an impact that resonates. Welcome to the team! 

If this role seems like a good match, please submit your resume all applications are treated with the strictest confidentiality. Please note that we may keep your CV for a period of one (1) year for future relevant job opportunities. For more information about how we process your data please see our privacy policy at https://www.payabl.com/privacy-policy