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
📍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.
The future of finance is here — whether you’re interested in blockchain, cryptocurrency, or remote web3 jobs, there’s a perfect role waiting for you.
