Service
Fintech Customer Support Outsourcing in Cyprus
A regulated-grade support team for your fintech — bilingual, 24/7, audit-ready.
We operate dedicated, bilingual customer support for fintech companies licensed or operating in Cyprus — EMIs, payment institutions, neobanks, FX/CFD brokers, crypto-asset service providers (CASPs), wealth-tech and lending platforms. Our Cyprus-based, ISO 27001 certified team handles KYC follow-ups, transaction and card queries, dispute and chargeback intake, account-access issues and Tier-1 trading platform support — under documented PSD2, MiFID II, MiCA-aware and GDPR controls, with full call recording and complete audit trail for your compliance and supervisory reporting.
What is included
- KYC / KYB follow-ups, document chase & re-verification
- Account onboarding & login / 2FA recovery support
- Card and transaction queries (debit, prepaid, virtual)
- Failed / pending payment & SEPA / SWIFT investigations
- Dispute, fraud-alert & chargeback intake (Visa / Mastercard rules)
- Tier-1 trading platform support (MT4 / MT5, web & mobile)
- AML / sanctions alert triage & escalation to MLRO
- Complaint handling under CySEC / CBC requirements
- 24/7/365 EN/GR cover (plus RU, AR, FR on request)
- Full call recording, GDPR consent capture & audit trail
How we deliver
- 1
Regulatory scoping & policy fit
We map your license type (EMI, PI, CIF, CASP), applicable regimes (PSD2, MiFID II, MiCA, EBA/CySEC guidelines) and your internal complaints, AML and outsourcing policies — to define exactly what our agents can and cannot do.
- 2
Secure platform access & data flows
Agents work inside your core platform (Salesforce FSC, Zendesk, Freshdesk, Intercom, custom back-office) via VPN+MFA with role-based, least-privilege accounts. No customer data leaves your environment; all access is logged.
- 3
Regulated-services training & certification
Mandatory 60-hour onboarding: AML & sanctions awareness, PSD2 strong customer authentication, MiFID II appropriateness rules, fair-treatment-of-customers principles and your specific product, with role-tested certification before go-live.
- 4
Pilot, SLA reporting & monthly compliance review
A 2-week pilot validates SLAs, QA scoring and escalation timing. Monthly compliance reviews with your Head of Operations and Compliance Officer track SLA attainment, complaint trends and audit-trail completeness.
Expected outcomes
<20s
average speed of answer on priority queues
24/7
cover across EN, GR and key client languages
100%
recorded interactions with audit trail for the regulator
Frequently Asked Questions
Which fintech segments do you support in Cyprus?
EMIs and payment institutions, neobanks and challenger banks, FX / CFD brokers (CIFs), crypto-asset service providers (CASPs under MiCA), wealth-tech and roboadvisors, lending and BNPL platforms, plus B2B SaaS that processes payments.
What SLAs do you typically commit to?
Standard fintech SLAs: <20s average speed of answer on priority voice, <2 min first response on chat, <2h on email and a 5-business-day final response on complaints (per CySEC / CBC rules). 24/7 cover, with severity-tiered escalation matrices defined per client.
Are you compliant with PSD2, MiFID II, MiCA and GDPR?
Yes. We operate as your outsourced service provider under a signed Data Processing Agreement and outsourcing addendum aligned to EBA/ESMA outsourcing guidelines, with documented controls for PSD2 strong customer authentication flows, MiFID II appropriateness scripts, MiCA-aware crypto communications and full GDPR compliance.
Do your agents give financial or investment advice?
No. Our agents are non-advisory and operate strictly within scripted, execution-only boundaries. Any question requiring advice, suitability assessment or order execution authority is escalated to your licensed personnel per the protocol signed off by your Compliance Officer.
How are disputes, fraud alerts and chargebacks handled?
We capture the case under your scheme rules (Visa / Mastercard / SEPA), gather evidence per your runbook, log the case in your dispute tool and route to your fraud / chargeback team within the agreed SLA. High-risk fraud alerts are escalated immediately via your 24/7 escalation matrix.
Where is customer data processed and stored?
All work is performed by our Cyprus-based team inside our ISO 27001 facility. Customer data stays inside your core platform — we access it via secure VPN+MFA and never copy or store it on local devices. EU data residency is preserved end-to-end.
Can you support 24/7 fintech operations?
Yes. Round-the-clock EN/GR shifts covering weekends, Cyprus and international holidays, with severity-tiered escalation matrices per client — critical for crypto and cross-border payments.
How do you handle AML alerts?
First-line triage against your risk model, false-positive filtering per your rules, evidence collection into your case tool, and immediate escalation of confirmed matches to your MLRO within the agreed SLA.
Do you support crypto and CASP clients under MiCA?
Yes. We serve exchanges, custodians and token issuers with MiCA-aware communications, travel-rule support (via your provider), and fair-treatment scripts vetted by your Compliance Officer.
Can agents help with 2FA and SCA recovery?
Yes. We guide customers through PSD2 strong-customer-authentication resets and 2FA recovery within your approved verification flow — no shortcuts, always audit-logged.
How are complaints handled under CySEC/CBC rules?
Every complaint is logged in your complaints register with a unique reference, acknowledged within 5 business days, resolved or updated within 15 business days, and final-response letters template-drafted for your Compliance sign-off.
What SLAs are typical on trading platforms (MT4/MT5)?
For CFD/FX brokers: <20s ASA on priority voice, <90s on live chat, 24/7 EN+GR (plus RU/AR/FR on request), with strict non-advisory execution-only scripts.
How do you protect against fraud and account takeover?
Multi-factor caller verification, mandatory step-up authentication for high-risk actions, live anti-social-engineering training, and automatic freeze flows triggered from your fraud engine.
Do you support KYC document collection at scale?
Yes. Outbound follow-ups by voice, email and SMS, with real-time status sync into your KYC platform (Sumsub, Onfido, Veriff, Trulioo, Fenergo).
How do I request a quote for fintech support?
Call +357 22 398296, email info@callcentercyprus.com or use the contact form. We respond within 2 business hours with a regulated-services-aware, tailored proposal.
Discuss this service with our team
Tell us about your volumes, channels and timelines — we will respond with a scoped proposal within two business days.
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