Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.
Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.
What you'll do
- Resolve account assessments made by Enhanced Due Diligence and Risk teams, and communicate to customers the status of their accounts.
- Review and cross-check information and documents forwarded by our customers as part of our enhanced verification due diligence process.
- Perform account closure process and ensure that key stakeholders complete the necessary steps.
- Investigate accounts that have a possible connection to investment schemes and fraudulent activities in line with local regulators.
- Respond to escalated tickets in a timely manner and within Service-Level Agreement - Provide support to customers with empathy and give excellent customer service experience overall.
- Work closely with cross-functional departments in providing resolutions and recommendations for customer issues.
- Evaluate Standard Operating procedures to plan and implement ways to improve service and processes.
- Stay updated on best practices to plan and implement strategies to provide excellent customer experience
- Perform other related duties and ad hoc tasks as may be required from time to time.
- Prepare weekly and monthly reports that track the team’s overall performance and identify pain points that can be improved.
What we expect from you
- Strong verbal and written communication skills in both English and Filipino.
- Strong investigatory and analytical skills
- Keen-observer, meticulous, and has an eye for details and document-validation, Highly-flexible in terms of changes and new processes
- Easy to adapt in a fast-paced work environment
- Thinks fast under pressure and solves problems on the go without being overwhelmed, Trustworthy and able to protect confidential information with discretion
- Fast-learner and able to work quickly and efficiently with minimal supervision
- Has a track record for getting things done - drive, ownership, and execution are at the core of our culture
- Amenable to work in a shifting schedule - AM, afternoon and graveyard shifts
Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.
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