Client Service Analyst - P2P in भारत

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Service Analyst – P2P based in India. Join a fast-paced, globally connected digital finance environment where customer experience, transaction security, and risk prevention are essential to business success. In this role, you will manage peer-to-peer (P2P) trading disputes, investigate suspicious transactions, and help protect users from fraudulent activities and financial losses. You will work closely with Risk and Compliance teams to assess complex cases, enforce risk control measures, and deliver fair, timely resolutions. By combining analytical thinking with strong customer service skills, you will help maintain trust and integrity across a growing digital asset ecosystem. You will also identify emerging fraud patterns, monitor operational risks, and share actionable insights to improve processes and customer experiences. This remote opportunity offers exposure to the evolving cryptocurrency and fintech industries within a diverse, international, and collaborative team. The position requires shift flexibility, including weekends and public holidays, to support global operations. Accountabilities - 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. Requirements - 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.