Client Service Analyst - P2P

• Manage P2P disputes and customer appeals: Professionally investigate, mediate, and resolve disputes between buyers and sellers, ensuring fair outcomes while minimizing financial and operational risks.
• Monitor transactions and detect fraud: Review customer transactions, identify suspicious behaviors and unusual activity patterns, and take appropriate action to prevent fraudulent transactions and potential financial losses.
• Collaborate with Risk and Compliance teams: Work closely with relevant stakeholders to review flagged accounts, investigate complex fraud cases, enforce risk control policies, and assess appeals related to account restrictions or suspicious activities.
• Deliver excellent customer service: Handle inquiries and complaints from existing and prospective customers promptly, professionally, and accurately, ensuring a positive and reliable service experience.
• Maintain product and market knowledge: Develop a strong understanding of the platform's products, services, and operational procedures while staying informed about cryptocurrency market developments and general market conditions.
• Identify operational risks: Monitor frontline operations to detect discrepancies, emerging fraud trends, process inefficiencies, and other potential risks, escalating significant findings to management in a timely manner.
• Translate customer needs into solutions: Understand the perspectives and concerns of buyers and sellers, communicate risk-related decisions clearly, and provide constructive feedback to management to support service and process improvements.
• Support continuous improvement: Contribute to the refinement of dispute resolution procedures, risk mitigation practices, and customer service operations to strengthen platform reliability and user trust.

Requirements

• Relevant professional experience: 2–4 years of experience in customer service, risk management, fraud investigation, Trust & Safety, or similar frontline operational roles.
• Risk management and fraud prevention: Previous experience in risk control, fraud detection, or fraud prevention is highly desirable, particularly in roles involving transaction monitoring and suspicious activity investigations.
• Financial services or fintech experience: Experience working in financial institutions, fintech companies, or digital payment environments is an advantage, especially in dispute resolution, conflict mediation, or Anti-Money Laundering (AML).
• Strong analytical skills: Excellent attention to detail and the ability to interpret numbers, statistics, transaction data, and risk indicators to identify irregularities and make informed decisions.
• Customer communication and conflict resolution: Strong written and verbal communication skills, with the ability to understand different customer perspectives, manage sensitive disputes, explain risk-related actions, and deliver clear, professional responses.
• Prioritization and time management: Ability to manage multiple cases simultaneously, prioritize urgent issues, meet deadlines, and make sound decisions in a fast-paced, time-sensitive environment.
• Cryptocurrency and P2P knowledge: Familiarity with blockchain technology, digital assets, cryptocurrency trading, and peer-to-peer payment processes is a strong advantage.
• Risk awareness and judgment: Ability to recognize potential fraud, follow established procedures, handle confidential information responsibly, and escalate complex or high-risk cases appropriately.
• Flexibility and availability: Willingness to work five-day rotating shifts, including weekends and public holidays. Shift 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., depending on operational requirements.

Benefits

• Professional development: Access to a study and growth fund to support continuous learning, skills development, and career progression.
• Career advancement opportunities: Opportunities to grow professionally within a rapidly expanding international digital finance environment.
• Internal mobility: Access to internal career opportunities that support long-term development and movement across roles.
• Collaborative international environment: Work alongside colleagues from diverse backgrounds and collaborate with teams across global markets.
• Team-building and internal events: Participate in workshops, team activities, and company events designed to encourage collaboration, knowledge sharing, and innovation.
• Remote work arrangement: Work remotely within the APAC region, subject to applicable location and employment requirements.
• Exposure to emerging technologies: Develop valuable experience in cryptocurrency, P2P trading, digital payments, fraud prevention, and financial risk management.