Dispute Analyst - P2P
Job Summary
Job Description
Binance is seeking a Dispute Analyst for its P2P market. The role involves professionally arbitrating customer disputes, investigating trading activity to prevent fraud, and creating processes to achieve business goals in customer service. The analyst will use customer insights and root cause analytics for product improvements, act as the voice of the customer, and provide feedback through 1:1s and coaching. Responsibilities include ensuring customer surveys are conducted and sharing learnings from complaints within the organization. The ideal candidate will have over 1 year of customer-facing experience, strong IT skills for technical queries, exceptional written communication, and the ability to multitask and manage time effectively.
Must have:
- 1+ years of customer-facing experience
- Strong IT skills
- Exceptional written communication
- Ability to multitask and prioritize
- Fluency in English
- Willing to work weekends and nights
Good to have:
- Knowledge of blockchain, crypto, and P2P payments
- Additional languages
- Binance P2P user
Perks:
- Shape the future with the world's leading blockchain ecosystem
- Collaborate with world-class talent
- Tackle unique projects with autonomy
- Opportunities for career growth and learning
- Competitive salary and benefits
- Work-from-home arrangement
1 skill required
Job Details
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
Responsibilities
- As the frontlines of the P2P market, you and the team will arbitrate customer disputes professionally
- Investigate trading activity and take appropriate actions to keep the marketplace safe and prevent fraudulent activity
- Create a culture and processes which achieve the business goals and objectives with regards to customer service
- Use Customer Insight and Root Cause Analytics to identify product improvements and present these to stakeholder and peers
- Act as the Voice of the Customer across the organization
- Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
- Ensure customer and complainant surveys are carried out continuously in order to produce timely, up-to-date information about customer experience across all areas of the business
- Ensure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized
Requirements
- 1+ years experience of proven customer facing experience or experience as a customer service representative
- Strong ability in IT for professional use and can handle somewhat technical queries from customers
- Exceptional written communication skills and a good listener
- Ability to multitask, prioritise, and control time effectively
- Knowledge of blockchain, crypto, and P2P payments is a big plus
- Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
- Willing to work weekends and irregular hours which will include night shifts
- A Binance P2P user is highly preferred
Why Binance
• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.
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About The Company
Binance is the world’s leading blockchain ecosystem and cryptocurrency infrastructure provider with a product suite that includes the world's largest digital asset exchange and much more.
Trusted by over 200 millions of users worldwide, the Binance platform is dedicated to increasing the freedom of money for users, and features an unmatched portfolio of crypto products and offerings, including: trading and finance, education, data and research, social good, investment and incubation, decentralization and infrastructure solutions, and more.
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