Fraud Compliance Analyst
Found in: Appcast US C2 - 1 week ago
Duration: 06 Months Contract
Location: San Francisco, CA/Remote
Duties:
- The Global Complaints team is divided into three units, namely Consumer Complaints, Regulatory Complaints and Litigation Support. Each unit is made up of L2 complaints analysts responsible for production work - they are expected to accurately review and respond to complaints within service levels and provide investigation notes and observations to the CX Legal Team once needed.
- Responsible for providing support for customers that submitted complaints through different channels by investigating, troubleshooting, and responding to complaints if necessary.
- Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
- Take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understand existing workflows.
- Identify gaps in processes and propose actionable improvements to enhance efficiency.
- Proactively lead efforts to streamline operations and boost productivity.
- Play a key role in shaping and optimizing internal processes for sustainable growth and success.
- Represents the voice of our customer in proactively driving impactful changes across workflows, policies, and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership.
- Investigate and respond to regulatory complaints submitted by customers to regulators with adherence to specified SLAs and quality standards.
Skills:
- Minimum of 2 years of relevant experience in financial services, technology and/or customer support:
- Safety - must have account management experience, Trust and Safety background, experience in handling concerns related to scams and social engineering attacks Complaints - must have Compliance or Regulatory background, Fraud or Disputes Risk - must have a Fraud/Account Investigation experience, Chargeback, Clawback and Strong analytical skill in reviewing customer's accounts.
- Access - must have Account Management experience, background in troubleshooting iOS, Android, Web, PC/Laptop) which is very important in probing CX complaints of general "Unable to Login" complaints Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
- Must be able to read, write and speak in English.
- Plan and prioritize work in a resourceful and effective manner that allows you to meet commitments Must work in a defined shift, as required by the business.
Nice to have:
- Crypto - must have Crypto experience gained in a Crypto company or through personal trading Experience with different channels of support, including voice, e-mail, social and/or chat.
- Fantastic communication skills in order to operate globally across multiple departments and stakeholders.
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.
Recruiter Details:
Name: Rajiv Ratan
Email: rajiv.r@ustechsolutionsinc.com
Internal Reference Id: 24-08667
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