Client Service Analyst - P2P
Job in
Fort Worth, Tarrant County, Texas, 76101, USA
Listing for:
Jobgether
Full Time
position
Listed on 2026-11-07
Job specializations:
-
Finance & Banking
Risk Manager/Analyst, Financial Crime, Financial Compliance
Job Description & How to Apply Below
- Manage P2P disputes and customer appeals:
Professionally investigate, mediate, and resolve disputes between buyers and sellers, ensuring fair outcomes while minimizing financial and operational risks. - Monitor transactions and detect fraud:
Review customer transactions, identify suspicious behaviors and unusual activity patterns, and take appropriate action to prevent fraudulent transactions and potential financial losses. - Collaborate with Risk and Compliance teams:
Work closely with relevant stakeholders to review flagged accounts, investigate complex fraud cases, enforce risk control policies, and assess appeals related to account restrictions or suspicious activities. - Deliver excellent customer service:
Handle inquiries and complaints from existing and prospective customers promptly, professionally, and accurately, ensuring a positive and reliable service experience. - Maintain product and market knowledge:
Develop a strong understanding of the platform's products, services, and operational procedures while staying informed about cryptocurrency market developments and general market conditions. - Identify operational risks:
Monitor frontline operations to detect discrepancies, emerging fraud trends, process inefficiencies, and other potential risks, escalating significant findings to management in a timely manner. - Translate customer needs into solutions:
Understand the perspectives and concerns of buyers and sellers, communicate risk-related decisions clearly, and provide constructive feedback to management to support service and process improvements. - Support continuous improvement:
Contribute to the refinement of dispute resolution procedures, risk mitigation practices, and customer service operations to strengthen platform reliability and user trust.
- Relevant professional experience: 2–4 years of experience in customer service, risk management, fraud investigation, Trust & Safety, or similar frontline operational roles.
- Risk management and fraud prevention:
Previous experience in risk control, fraud detection, or fraud prevention is highly desirable, particularly in roles involving transaction monitoring and suspicious activity investigations. - Financial services or fintech experience:
Experience working in financial institutions, fintech companies, or digital payment environments is an advantage, especially in dispute resolution, conflict mediation, or Anti-Money Laundering (AML). - Strong analytical skills:
Excellent attention to detail and the ability to interpret numbers, statistics, transaction data, and risk indicators to identify irregularities and make informed decisions. - Customer communication and conflict resolution:
Strong written and verbal communication skills, with the ability to understand different customer perspectives, manage sensitive disputes, explain risk-related actions, and deliver clear, professional responses. - Prioritization and time management:
Ability to manage multiple cases simultaneously, prioritize urgent issues, meet deadlines, and make sound decisions in a fast-paced, time-sensitive environment. - Cryptocurrency and P2P knowledge:
Familiarity with blockchain technology, digital assets, cryptocurrency trading, and peer-to-peer payment processes is a strong advantage. - Risk awareness and judgment:
Ability to recognize potential fraud, follow established procedures, handle confidential information responsibly, and escalater complex or high-risk cases appropriately. - Flexibility and availability:
Willingness to work five-day rotating shifts, including weekends and public holidays. Shift schedules may include 8:00 a.m.–5:00 p.m., 4:00 p.m.–1:00 a.m., or 12:00 a.m.–9:00 a.m., depending on operational requirements.
- Professional development:
Acc…
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