Join the Pioneer Crypto Brand in the Philippines!
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.
What you'll do
- Address user concerns regarding fraud related reports with their accounts. This is mainly composed of both unauthorized activities conducted on the user’s accounts and scam related reports.
- Monitor and check transactions conducted by users.
- Conduct in-depth investigations into accounts for security related reports filed by users.
- Work with other platforms in handling reports of accounts that are associated with fraudulent activities.
- Converse with users via ticket regarding their reports in a timely manner and within the Service-Level Agreement.
- Manage a team that conducts customer inbound and outbound communication and coordination related to fraud cases and regulatory requirements of the company.
- Serve as a Subject Matter Expert and handle a queue of cases for investigation as needed.
- Handle escalated inquiries, ensuring that each issue has an outcome and actions are taken after investigating.
- Coordinate with other teams to cascade customer concerns and escalate newly observed fraud moduses for proper prevention and remediation.
- Maintain 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
- Stay updated on best practices, create strategies and take initiative forward
- Coach, mentor, and grow a team of associates while developing your coaching capability to scale the team and meet the needs of the company
- Perform other related duties and ad hoc tasks as may be required from time to time.
What we expect from you
- Passionate about building lasting customer relationships and prioritizes taking care of customers.
- 3 years of experience in Fraud Support management or related field is preferred.
- Graduate of Business Management, Finance, or equivalent.
- Strong verbal and written communication skills in both English and Filipino.
- Strong analytical skills and advanced knowledge in Google Suite programs.
- Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment.
- Thinks fast under pressure and solves problems on the go without being overwhelmed.
- Trustworthy and able to protect confidential information with discretion.
- Meticulous, detail-oriented, and able to work quickly without supervision.
- Discreet and upholds customer privacy and confidential information.
- Has a track record for getting things done - drive, ownership, and execution is at the core of our culture.
- Amenable to work in a shifting and weekend schedule.
Join the Coins Team Now!
Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.
