Operations Analyst

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October 2

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Binance

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Crypto • Fintech

Binance is the world's leading cryptocurrency exchange, serving over 235 million registered users across more than 180 countries. The platform offers a wide array of services, including the trading of over 350 cryptocurrencies in Spot, Margin, and Futures markets. Users can also buy and sell crypto via Binance P2P, earn interest through Binance Earn, and engage in NFT trading on the Binance NFT marketplace. Binance provides low transaction fees and diverse payment options, making it a preferred choice for cryptocurrency enthusiasts worldwide.

1001 - 5000 employees

Founded 2017

₿ Crypto

💳 Fintech

💰 Initial Coin Offering on 2020-12

📋 Description

• Conduct comprehensive review and provide support in finalizing all policies and procedures for operational go-live. • Manage vendor-related dispute tickets (BANO) including: RFI - Transaction Trace, RFI - Creditor Trace. • Investigation Requests for various scam types such as Money Mule, Investment Scam, Romance Scam, Advance Fee Fraud, Jobs & Employment Scam, Social Engineering, Relationship Scam, Threat/Extortion, Recovery Scam, Relo Scam, On-forwarded Scam, and other Scam/Fraud cases. • Handle ticket management. • Process refunds efficiently and accurately. • Resolve bank verification issues. • Monitor daily transactions and sweep activities, including rejected, pending, and review statuses. • Participate actively in daily operations meetings. • Conduct investigations for operational issues and escalations. • Provide education and guidance to Customer Support teams for troubleshooting and business-as-usual (BAU) activities.

🎯 Requirements

• Proven experience in reviewing, finalizing, and ensuring compliance of operational policies and procedures to support successful go-live initiatives. • Ability to conduct training sessions and effectively communicate updated policies and procedures to relevant teams prior to go-live. • Strong skills in managing and resolving vendor-related dispute tickets and investigation requests, including various scam types, within defined SLA timelines. • Demonstrated capability to improve investigation processes, aiming to reduce average resolution times through process optimization and cross-team collaboration. • Experience in daily monitoring of transactions and sweep statuses (rejected, pending, review), with the ability to document findings accurately and consistently. • Ability to provide timely support, education, and guidance to Customer Service teams to enhance troubleshooting and business-as-usual (BAU) operations. • Excellent organizational and communication skills to conduct knowledge-sharing sessions and foster continuous improvement in operational support.

🏖️ Benefits

• Competitive salary and company benefits • Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)