Client Service Analyst - P2P
Responsibilities:
Responsible for supporting and professionally mediating / arbitrating customer disputes within the P2P market, with a strong focus on risk mitigation.
Investigate, monitor, and analyze customer transactions to identify suspicious behaviors/patterns, and take decisive actions to prevent fraudulent activity and financial losses.
Collaborate closely with the Risk and Compliance teams to review flagged accounts, enforce risk control policies, and handle complex fraud-related appeals.
Ensure efficient and excellent customer service experience provided.
Be well equipped with the Company's platform/product including keeping abreast of general market conditions.
Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients.
Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management.
Ensure frontline operations are smooth, including proactively identifying, assessing, and flagging any operational discrepancies, fraud trends, or situational risks to management on time.
Requirements:
2-4 years experience in customer service, risk management (风控), fraud investigation, or Trust & Safety, trained in frontline operations.
Proven background in Risk Control / Fraud Prevention is highly preferred.
Advantageous for candidates with experience working in financial institutions or fintech, specifically handling dispute resolution, conflict mediation, or Anti-Money Laundering (AML).
Someone with sharp analytical acumen and keen eyes for numbers, statistics, and risk indicators is ideal for this position.
Good communication (written and spoken) skills to effectively understand customers' (buyer/seller) perspectives, resolve disputes, and clearly explain risk-related actions to users.
Preferably candidates who are capable of multitasking, prioritizing and time-sensitive.
Knowledge of blockchain, crypto, and P2P payment will be highly advantageous.
Able to perform 5 days' shift work including weekends & Public Holidays (8am-5pm / 4pm-1am / 12am-9am).