Customer Support & Risk Analyst – ICT/DORA Trainee

About the role

We are seeking a Customer Support & Risk Analyst who will also train in ICT/DORA compliance. The role blends daily customer service, AML/fraud monitoring and the development of expertise in European digital operational resilience.

Key responsibilities

• Provide email and ticket‑based support, answer customer queries on transactions, accounts and service features, and assist with KYC onboarding and document verification.
• Analyse transaction data to detect suspicious or fraudulent activity, conduct initial AML/fraud reviews and escalate high‑risk cases to the Risk & Compliance team.
• Support the IT Security Manager with the ICT Third‑Party Provider Register, help document ICT incidents, assist in ICT risk assessments and DORA‑related internal controls.
• Collaborate with Customer Support, Risk and Compliance teams, maintaining clear communication and escalating complex cases as needed.
• Contribute to continuous improvement of monitoring and risk processes.

Required profile

• Strong attention to detail and ability to spot repetitive patterns or unusual behaviour.
• Analytical mindset with a willingness to learn AML, risk management and ICT/DORA frameworks.
• Good written communication skills and professional attitude when dealing with customers.
• Interest in technology, cybersecurity, compliance and digital resilience.

Required skills

What we offer

• Structured career development path with internal training and mentoring.
• Opportunity to become a DORA / ICT Compliance Specialist.
• Exposure to European regulatory requirements and practical ICT risk management.