Compliance Analyst

Our large crypto company is looking for a contract Compliance Analyst. This is a remote contract position.

The Global Complaints team is divided into three units, namely Consumer Complaints, Regulatory Complaints and Litigation Support.

Each unit is made up of L2 complaints analysts responsible for production work - they are expected to accurately review and respond to complaints within service levels and provide investigation notes and observations to the CX Legal Team once needed.

Contract Duration : 6-Months

Required Skills & Experience

• Minimum of 2 years of relevant experience in financial services, technology and / or customer support.
• Safety - must have account management experience, Trust and Safety background, experience in handling concerns related to scams and social engineering attacks
• Complaints - must have Compliance or Regulatory background, Fraud or Disputes
• Risk - must have a Fraud / Account Investigation experience, Chargeback, Clawback and Strong analytical skill in reviewing customer’s accounts.
• Access - must have Account Management experience, background in troubleshooting iOS, Android, Web, PC / Laptop) which is very important in probing CX complaints of general "Unable to Login" complaints
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Must be able to read, write and speak in English.
• Plan and prioritize work in a resourceful and effective manner that allows you to meet commitments
• Must work in a defined shift, as required by the business.

Desired Skills & Experience

Crypto - Crypto experience gained in a Crypto company or through personal trading Experience with different channels of support, including voice, e-mail, social and / or chat.

Fantastic communication skills in order to operate globally across multiple departments and stakeholders.

What You Will Be Doing

Daily Responsibilities

• Responsible for providing support for customers that submitted complaints through different channels by investigating, troubleshooting and responding to complaints if necessary.
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
• Communicate with internal and external stakeholders in an effective, tactical, and
• empathetic manner.
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
• Take ownership of processes or act as a Subject Matter Expert (SME) to analyze and
• understand existing workflows.
• Identify gaps in processes and propose actionable improvements to enhance efficiency.
• Proactively lead efforts to streamline operations and boost productivity.
• Play a key role in shaping and optimizing internal processes for sustainable growth and success.
• Represents the voice of our customer in proactively driving impactful changes across
• workflows, policies and tools by succinctly relaying customer feedback in escalations to
• internal support teams and Complaints leadership.
• Investigate and respond to regulatory complaints submitted by customers to regulators with adherence to specified SLAs and quality standards.
27 days ago