Your Profile
Manage customer onboarding, account verification, activation, and KYC-related queries.
Investigate onboarding delays, discrepancies, and verification failures, escalating high-risk cases to Compliance, Risk, or Operations teams.
Handle customer inquiries, disputes, and complaints related to stablecoin deposits, withdrawals, transfers, and payment transactions.
Investigate failed, delayed, rejected, reversed, duplicate, or incorrect transactions and provide timely resolutions.
Review transaction records, account details, timestamps, and system data to identify root causes and resolve issues.
Coordinate with Payments, Engineering, Finance, Operations, Compliance, and Risk teams for case resolution.
Manage customer complaints end-to-end, including fraud concerns, unauthorized transactions, and compliance-sensitive matters.
Maintain accurate case records, audit trails, and customer communications.
Communicate complex payment and blockchain-related issues through voice, email, and chat channels while ensuring an excellent customer experience.
Your Role
Experience in customer support or operations within Payments, FinTech, Banking, Cryptocurrency, Digital Assets, or Financial Services.
Strong understanding of payment processing and transaction lifecycles.
Experience handling disputes, escalations, transaction investigations, refunds, reversals, reconciliations, and chargebacks.
Knowledge of Stablecoins, Crypto Wallets, Blockchain Transactions, and On-chain/Off-chain Transfers.
Familiarity with Blockchain Explorers and basic transaction tracing.
Understanding of KYC/KYB, AML, Sanctions Screening, Transaction Monitoring, and Fraud Prevention.
Experience supporting customers via voice, email, and chat in a fast-paced environment.
Ability to collaborate effectively with Compliance, Risk, Technical, and Operations teams.
Strong communication, analytical, problem-solving, and stakeholder-management skills.
This condensed version retains all critical requirements while significantly reducing the overall content length.
