Junior Payments Customer Support Representative (English Speaker)

FP Markets Group of Companies is a well-established multi-regulated broker, found in Australia, offering traders access to CFD trading on Forex, Indices, Commodities, Stocks and Cryptocurrencies. We are growing and looking to recruit a Full-time proactive and detail-oriented Junior Payments Customer Support Representative (English Speaker) to join our growing payments team.

This role is key to ensuring an excellent client experience by supporting inquiries related to deposits, withdrawals, and transfers. You will work cross-functionally with internal teams such as Business Development, Onboarding, Risk &
Compliance, and communicate externally with Payment Service Providers (PSPs) to resolve
payment-related matters efficiently.

This position is for candidates located in Serbia

Responsibilities:

• Provide clear and professional support to customers regarding deposit,
  withdrawal, and transfer inquiries via email and ticketing systems
• Investigate and resolve customer payment issues by working with internal databases,
  PSP portals, and third-party providers
• Collaborate with internal departments (Customer Support, Business Development,
  Onboarding) to assist in payment-related queries and ensure accurate communication
  across teams
• Communicate with PSPs to follow up on delayed or failed transactions, confirm
  payment statuses, and resolve disputes
• Monitor daily payment transaction flows and report any system or operational issues.
• Ensure all customer interactions are logged and updated correctly in the ticketing and
  CRM systems
• Escalate technical or complex cases to the appropriate team (e.g., Back Office,
  Compliance, or Risk)
• Stay up-to-date with company products, services, payment procedures, and policy
  updates
• Identify patterns in customer issues and recommend improvements to payment
  procedures and customer communication workflows
• Assist in documenting FAQs and help center content for recurring payment inquiries.
• Support the QA process by reporting bugs or inefficiencies in payment systems or
  PSP integrations
• Help educate clients on payment methods, timelines, limits, and verification steps.
• Uphold data protection and confidentiality standards at all times when handling
  customer or transaction data
  

Candidate Profile:

• Working experience on the same or similar position of at least 1 year.
• Computer literacy with excellent working knowledge of Microsoft Office
• A team player with excellent communication skills
• Fluent English

Preferred Qualifications:

• Knowledge of ticketing enquiries system
• Knowledge and experience in Forex or financial services industry
• Knowledge of additional languages

Our offer:

• Welcoming, young and multicultural team with approachable leadership
• Ability to contribute to dynamic business at a growth phase
• High level of autonomy, support of ideas and putting your expertise into the best practices for the company
• Continuous personal development, training budget, growth with the company and opportunity to learn from industry leaders
• Competitive remuneration, regular salary reviews and performance-based incentive schemes
• Vibrant company life: from team activities to global celebrations
• Work Schedule:  10:00-18:00 Cyprus time/ 09:00-17:00 Serbia time
• Remote/ Hybrid work

Journey to FP Markets:

• Interview with People Function member (30 - 45 min) to assess match to our culture
• Interview with your future manager (45 min - 1 hour) to assess match to the job and the team and discuss role expectations
• An assessment to evaluate your technical skills
• Final interview with team members

Join our team and be a part of a professional, rapidly-growing company operating in a multicultural environment!