Client Service Analyst – P2P

This is a fully remote position, open to applicants in Asia.

📋 Description

• Provide support and effectively mediate or arbitrate customer disputes within the P2P market, emphasizing risk mitigation.

• Conduct investigations, monitoring, and analysis of customer transactions to detect suspicious behaviors and patterns, aiming to prevent fraud and financial losses.

• Collaborate with Risk and Compliance teams to assess flagged accounts, implement risk control policies, and manage complex fraud-related appeals.

• Ensure a seamless and high-quality customer service experience.

• Stay informed about Bybit’s platform, products, and general market conditions.

• Handle and follow up on inquiries and complaints from both current and prospective clients.

• Transform customer needs into actionable feedback and viable solutions for management.

• Maintain smooth frontline operations by identifying, evaluating, and promptly reporting operational discrepancies, fraud trends, and situational risks to management.

⛳️ Requirements

• 2-4 years of experience in customer service, risk management, fraud investigation, or Trust & Safety, with training in frontline operations.

• A solid background in Risk Control / Fraud Prevention is highly preferred.

• Experience in financial institutions or fintech, particularly in dispute resolution, conflict mediation, or Anti-Money Laundering (AML), is advantageous.

• Strong analytical skills with a sharp focus on numbers, statistics, and risk indicators.

• Excellent written and verbal communication skills to comprehend customer perspectives, resolve disputes, and articulate risk-related actions.

• Proven ability to multitask, prioritize, and thrive in a time-sensitive environment is preferred.

• Familiarity with blockchain, cryptocurrency, and P2P payment systems is highly beneficial.

• Willingness to work 5-day shifts, including weekends and public holidays, during 8am-5pm, 4pm-1am, or 12am-9am shifts.

🏝️ Benefits

• Study Growth Fund to support professional development and ongoing learning.

• Regular internal team-building activities, workshops, and events.

• Opportunities for global collaboration with an international team.

• Career advancement opportunities available.

• Internal mobility and job opportunities for career growth.