Dispute Analyst - P2P

Responsibilities

• As the frontlines of the P2P market, you and the team will arbitrate customer disputes professionally
• Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
• Create a culture and processes which achieve the business goals and objectives with regards to customer service
• Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder and peers
• Act as the Voice of the Customer across the organization
• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
• Ensure customer and complainant surveys are carried out continuously in order to produce timely, up-to-date information about customer experience across all areas of the business
• Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized

Requirements

• 1+ years experience of proven customer facing experience or experience as a customer service representative
• Strong ability in IT for professional use and can handle somewhat technical queries from customers
• Exceptional written communication skills and a good listener
• Ability to multitask, prioritise, and control time effectively
• Knowledge of blockchain, crypto, and P2P payments is a big plus
• Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
• Willing to work weekends and irregular hours which will include night shifts
• A Binance P2P user is highly preferred