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Senior Agent, P2P Dispute

Federal Territory Of Kuala Lumpur, Malaysia (Hybrid)

Senior Agent, P2P Dispute

1 Month ago • 1 Years + • Operations

About the job

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Job Description

Senior Agent, P2P Dispute at OKX, requires 1+ years of experience in chargeback, fraud, dispute or payment experience in banking/finance/fintech sector. Excellent verbal and written English skills, ability to navigate difficult situations, and strong solution mindset are crucial. Multilingual skills, CRM tools knowledge, and crypto/finance-technology industry experience are a plus.

Must have:

Chargeback experience
Fraud investigation
Dispute resolution
Excellent English

Good to have:

CRM tools
Crypto industry
Multilingual skills
Finance-technology

Perks:

Hybrid work
Team building

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Who We Are

At OKX, we believe that the future will be reshaped by Crypto, ultimately contributing to every individual's freedom. OKX began as a crypto exchange giving millions of people access to crypto trading and over time becoming among the largest platforms in the world. In recent years, we have developed one of the most connected Web3 wallets used by millions to access decentralized crypto applications (dApps). OKX is a trusted brand by hundreds of large institutions seeking access to crypto markets on a reliable platform that seamlessly connects with global banking and payments. In the last year, OKX has expanded into new markets including Australia, Brazil, Netherlands, Singapore and Turkey, with plans to launch in the US, Belgium and the UAE.

We are deeply committed to shaping a fairer, more transparent and accessible society through blockchain technology. This is why we publish proof of reserves monthly, and continue to ship new innovative security features.

What You’ll Be Doing:

Attend to all disputes/inquiries/issues from global customers through multiple supported channels, e.g.: email, LiveChat, etc.
Handle customer disputes and conduct comprehensive investigations using various tools. Accountable for each research/investigation outcome is documented and store in the designated location.
Investigate each chargeback/fraud claim by customer, and provide analysis of loss trends. Detect fraud by analyzing customers’ trading and behavioural patterns and diligently report any suspicious account to prevent any loss.
Liaise with both internal & external stakeholders, e.g.: product team, marketing team, etc. to handle complaints and feedback related to our products and services, e.g.: website, platforms, etc.
Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers.
Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.

What We Look For In You:

Degree in finance, customer service, or a related field.
Minimum 1 year of experience related to chargeback, fraud, dispute, or payment experience in the banking, financial and/or fintech sector.
Excellent verbal and written in English language. Multilingual in writing and speaking would be a plus.
Willing to work according to schedule to support 24x7 operations.
Strong people skills: Ability to navigate difficult situations and stay calm when under pressure.
Solution mindset: Passionate in finding right solution(s) for the customer, and resolve the issue by overcoming obstacles; good cost-efficient decision making.
Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
Quick learner: Ability to ramp up quickly and act on feedback constructively.

Nice to Haves:

Working knowledge of CRM tools, such as Zendesk.
Familiar with crypto/finance-technology industry
Experience working with teams across offices and time zones.

Why Join Us?

Competitive remuneration package (Basic Salary + Yearly Bonuses).
Meal Allowance up to RM 500/month
Monthly Team Building
RM 2500 Benefits per annum (Training & Wellness)
Hybrid work arrangements
Convenient workplace (5 minutes walk from MRT TRX).
Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
Employee engagement, recognition and appreciation program.
Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.