edikanusip

• Resolved escalated payments, P2P, trading, and account cases, including urgent requests from VIP clients. • Investigated funding discrepancies, payment disputes, and order issues; gathered evidence for Payments, Risk, and Product teams. • Helped colleagues resolve difficult cases and shared troubleshooting guidance to support consistent handling during busy shifts. • Reported recurring customer issues to Product and Payments teams with clear examples and suggestions for improving support processes.

• Supported customers with fiat and crypto deposits, withdrawals, P2P transfers, onboarding, and identity verification. • Investigated failed transfers, payment disputes, and transaction-confirmation issues; explained findings and next steps clearly. • Escalated unresolved payment and account issues with complete case notes and evidence for specialist review. • Guided customers through platform features and security requirements while keeping them informed until resolution.

• Assisted customers with bookings, schedule changes, and travel enquiries using CRM systems. • Resolved complaints and booking issues by explaining available options and applying company policies. • Maintained clear case records and kept customers informed throughout the resolution process.