Client Service Analyst – P2P

Responsibilities:

• Responsible for supporting and professionally mediating / arbitrating customer disputes within the P2P market, with a strong focus on risk mitigation.
• Investigate, monitor, and analyze customer transactions to identify suspicious behaviors/patterns, and take decisive actions to prevent fraudulent activity and financial losses.
• Collaborate closely with the Risk and Compliance teams to review flagged accounts, enforce risk control policies, and handle complex fraud-related appeals.
• Ensure efficient and excellent customer service experience provided.
• Be well equipped with the Company’s platform/product including keeping abreast of general market conditions.
• Diligently and effectively manage and follow up on inquiries/complaints of current/prospective clients.
• Possess a strong ability to understand what customers truly need and convert it to constructive feedback and suitable solutions for management.
• Ensure frontline operations are smooth, including proactively identifying, assessing, and flagging any operational discrepancies, fraud trends, or situational risks to management on time.

Requirements:

• 2-4 years experience in customer service, risk management (风控), fraud investigation, or Trust & Safety, trained in frontline operations.
• Proven background in Risk Control / Fraud Prevention is highly preferred.
• Advantageous for candidates with experience working in financial institutions or fintech, specifically handling dispute resolution, conflict mediation, or Anti-Money Laundering (AML).
• Someone with sharp analytical acumen and keen eyes for numbers, statistics, and risk indicators is ideal for this position.
• Good communication (written and spoken) skills to effectively understand customers’ (buyer/seller) perspectives, resolve disputes, and clearly explain risk-related actions to users.
• Preferably candidates who are capable of multitasking, prioritizing and time-sensitive.
• Knowledge of blockchain, crypto, and P2P payment will be highly advantageous.
• Able to perform 5 days’ shift work including weekends & Public Holidays (8am-5pm / 4pm-1am / 12am-9am).