Client Service Analyst - P2P

Accountabilities • 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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether?

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