CS Financial Crime Operations Supervisor

eToro is the trading and investing platform that empowers users to invest, share, and learn. We were founded in 2007 with the vision of a world where everyone can trade and invest simply and transparently. We have created an investment platform that is built around collaboration and investor education. On our platform, users can view other investors’ portfolios and statistics, and interact with them to exchange ideas, discuss strategies, and benefit from shared knowledge. We have 40 million registered users from 75 countries, and our platform is available in 20 languages. eToro is an innovative, fast-growing business and is listed on Nasdaq in May 2025. We have over 1,500 employees across more than 10 offices around the globe, strategically positioned to serve the needs of users. You can find out more about eToro here.We are constantly growing and are excited to share that we are looking for a Customer Support Financial Crime Operations Supervisor to join our team!What will you be doing?Supervise daily operations of the FCMU Fraud Customer Support teamSet performance expectations, monitor KPIs, and conduct regular training and feedback sessionsSupport team scheduling and resource allocation to meet SLAsMonitor team backlog and productivityEnsure all client communications related to financial crime investigations are accurate, clear, and timelyReview high-risk or escalated cases to ensure proper and compliant handlingGuide the team on how to explain regulatory or procedural outcomes effectively to clientsOptimize and uniform handling of high-club clientsLiaise with FCMU Investigators, Compliance, Risk, and Legal teams to ensure case updates are consistent and informedAct as a point of contact between the FCMU and front-line customer support where additional guidance is requiredIdentify process gaps and implement improvements to streamline client communication workflowsContribute to internal knowledge bases, SOP documentation, and training materialsEnsure all communications comply with regulatory obligations and internal policy standardsParticipate in audits and assist with the preparation of internal reports on case communication activitiesRequirements: 3+ years in customer support or financial crime operations, with at least 1 year in a supervisory roleBachelor’s degree in Finance, Business, Criminal Justice, or a related field preferredPrior exposure to AML, fraud detection, or transaction monitoring environments is strongly preferredStrong interpersonal and communication skillsAbility to interpret and explain complex regulatory issues clearly to clientsProficient in CRM systems and case/ticket management tools (e.g., Salesforce, Zendesk, Actimize, etc.)Strong analytical and problem-solving abilitiesFamiliarity with global AML regulations (e.g., FATF, EU AMLD, BSA) is a plusHigh attention to detail, discretion, and professionalism when handling sensitive information