Client Service Analyst - P2P
New
J
JobgetherFintech, cryptocurrency
Work remotely within the APAC regionFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years of experience in customer service, risk management, fraud investigation, Trust & Safety, or similar frontline operational roles.
- Required Skills
- BlockchainCustomer serviceRisk Management
Requirements
- Have 2–4 years of experience in customer service, risk management, fraud investigation, Trust & Safety, or similar frontline operational roles.
- Bring experience in risk control, fraud detection, or fraud prevention, particularly transaction monitoring and suspicious activity investigations; this is highly desirable.
- Financial institution, fintech, or digital payment experience is an advantage, especially in dispute resolution, conflict mediation, or Anti-Money Laundering (AML).
- Demonstrate attention to detail and the ability to interpret numbers, statistics, transaction data, and risk indicators.
- Communicate clearly in writing and verbally, manage sensitive disputes, explain risk-related actions, and provide professional responses.
- Manage multiple cases, prioritize urgent issues, meet deadlines, and make sound decisions in a fast-paced environment.
- Familiarity with blockchain technology, digital assets, cryptocurrency trading, and P2P payment processes is an advantage.
- Recognize potential fraud, follow established procedures, handle confidential information responsibly, and escalate complex or high-risk cases.
- Be willing to work five-day rotating shifts, including weekends and public holidays; schedules may include 8:00 a.m.–5:00 p.m., 4:00 p.m.–1:00 a.m., or 12:00 a.m.–9:00 a.m.
Responsibilities
- Investigate, mediate, and resolve disputes and appeals between P2P buyers and sellers.
- Review customer transactions, identify suspicious activity, and take action to prevent fraud and financial losses.
- Collaborate with Risk and Compliance teams to review flagged accounts and complex fraud cases.
- Enforce risk control policies and assess appeals related to account restrictions or suspicious activity.
- Handle customer inquiries and complaints promptly, accurately, and professionally.
- Maintain knowledge of platform products, services, operational procedures, and cryptocurrency market developments.
- Monitor frontline operations for discrepancies, fraud trends, process inefficiencies, and other risks, escalating significant findings.
- Contribute to improvements in dispute resolution, risk mitigation, and customer service operations.
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