Job Description
- Identify and analyze potential risks in online payments, trading, promotions, and user accounts.
- Respond to account opening and technical support requests from various departments, providing 24/7 support through multiple channels such as email and chat.
- Troubleshoot and resolve technical issues, offering step-by-step guidance and technical assistance, ensuring smooth account opening and account management.
- Review customer transactions, identify fraudulent activities, and implement preventive measures to avoid losses.
- Document interactions with departments, detailing the nature of the issues and the solutions provided.
- Collaborate with internal teams such as Product Development and Engineering to escalate complex issues or provide feedback for product improvement.
- Stay up to date with product updates, new features, and technical specifications to offer the best support to the teams.
- Provide risk analysis reports, monitor key performance indicators (KPIs), and regularly report operational data and risk trends.
- Contribute to the development of support resources, such as knowledge base articles, FAQs, account opening guides, and risk management documentation.
- Investigate fraud cases and refund disputes, proposing appropriate solutions.
- Support multi-channel risk audits and compliance reviews, ensuring that operational processes meet company and industry standards.
What we are looking for
- At least a diploma or degree in business, finance, or a relevant technical field.
- Familiarity with fraud detection and risk management in banking, finance, or fintech.
- Excellent written and verbal communication skills in both Mandarin and English.
- Prior experience in technical support or customer service, with the ability to quickly learn and adapt to new technology tools.
- Strong multitasking skills, with the ability to prioritize tasks and solve problems in a fast-paced environment.
- Ability to collaborate effectively with cross-department teams, including Product, Engineering, Sales, and others.
- Previous experience with online payments, trading platforms, or account opening processes is preferred.