About the company
Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services. Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
Job Summary
What you'll do
šAddress user concerns regarding fraud related reports with their accounts. This is mainly composed of both unauthorized activities conducted on the userās accounts and scam related reports. šMonitor and check transactions conducted by users. šConduct in-depth investigations into accounts for security related reports filed by users. šWork with other platforms in handling reports of accounts that are associated with fraudulent activities. šConverse with users via ticket regarding their reports in a timely manner and within the Service-Level Agreement. šManage a team that conducts customer inbound and outbound communication and coordination related to fraud cases and regulatory requirements of the company. šServe as a Subject Matter Expert and handle a queue of cases for investigation as needed. šHandle escalated inquiries, ensuring that each issue has an outcome and actions are taken after investigating. šCoordinate with other teams to cascade customer concerns and escalate newly observed fraud moduses for proper prevention and remediation. šMaintain a culture of high quality support and proactively evaluate SOPs, plan and implement ways to streamline customer support handling for fraud cases and customer compliance šStay updated on best practices, create strategies and take initiative forward šCoach, mentor, and grow a team of associates while developing your coaching capability to scale the team and meet the needs of the company šPerform other related duties and ad hoc tasks as may be required from time to time.
What we expect from you
šPassionate about building lasting customer relationships and prioritizes taking care of customers. š3 years of experience in Fraud Support management or related field is preferred. šGraduate of Business Management, Finance, or equivalent. šStrong verbal and written communication skills in both English and Filipino. šStrong analytical skills and advanced knowledge in Google Suite programs. šHighly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment.
The future of finance is here ā whether youāre interested in blockchain, cryptocurrency, or remote web3 jobs, thereās a perfect role waiting for you.
