Customer Complaint Specialist

Responsibilities

Monitor and optimize OTC payment channel transaction processes to ensure efficiency and security. Analyze market trends and adjust payment channels to accommodate various fiat and cryptocurrency transaction needs. Coordinate with cross-functional teams (including front-end customer service, back-end technology, risk management, compliance, etc.) to ensure stable operation of payment channels while adhering to industry standards. Regularly evaluate payment channel performance, including system upgrades, transaction speed, fee structures, and user experience, and implement improvements based on feedback. Participate in the planning and design of payment channel products to enhance user experience. Develop and maintain relationships with merchants and payment service providers to optimize collaboration models. Manage risks related to payment channels, including fraud monitoring, anti-money laundering (AML), and KYC processes. Develop and implement contingency plans for payment channels to address market fluctuations or technical failures. Provide regular industry analysis reports and recommend new payment channels and technology development directions. Qualifications

Bachelor’s degree or above in finance or a related field is preferred. 2-5 years of experience in the financial payment channel industry or OTC trading at an exchange; project management experience is a plus. In-depth knowledge of the cryptocurrency market, OTC fiat transactions, and payment system architecture. Strong analytical skills to process complex data and propose practical business solutions. Excellent leadership and cross-cultural communication skills. Proficient in both written and spoken English and Chinese. Chinese speaker required. Seniority level :

Executive Employment type :

Full-time Job function :

Customer Service and Finance Industries :

Financial Services and Technology, Information and Media

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