Trade & Risk Operations - Customer Support Specialist

Trade & Risk Operations
- Customer Support Specialist

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.

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.

• 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).

• 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, 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.

• Review and verify onboarding documentation for individual, joint, corporate, and IB/partner accounts, including Proof of Identity, Proof of Address, and Proof of Funds.
• 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.
liEscalate 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.

• 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.

• Conduct case‑level investigations using Salesforce, trading platform back‑office tools (MT4/MT5 Manager), Sumsub, Zendesk ticket…