Analyst

Designed end-to-end user onboarding and support flows, including KYC/KYB and wallet interactions. Built user-friendly transaction journeys reducing friction in crypto transfers. Defined customer support workflows, including issue categorization and escalation paths. Worked closely with engineering to resolve user-facing bugs and transaction failures. Acted as a bridge between users, product, and compliance teams.

Investigated and resolved customer-impacting transaction issues across crypto and fiat channels, ensuring timely and accurate outcomes. Collaborated with customer support teams to provide clear explanations on flagged or restricted accounts. Analyzed suspicious activities and translated findings into user-friendly insights for support teams. Supported resolution of escalated user cases involving blocked funds, failed transactions, and compliance restrictions. Maintained SLA-driven case handling in high-volume environments.

Managed operational workflows and data validation processes ensuring accuracy and completeness. Supported risk and compliance monitoring across account-level activities. Generated reports and dashboards to track operational performance and risk indicators (MIS reporting). Assisted in improving internal processes to enhance efficiency and turnaround times. Investigated operational issues impacting end-users and internal stakeholders. Maintained structured case logs and ensured timely resolution of escalations. Coordinated with cross-functional teams to resolve user-impacting discrepancies.

Supported users with KYC onboarding, verification issues, and transaction queries. Assisted in resolving flagged transactions and communicating outcomes to stakeholders. Ensured smooth customer experience while maintaining AML compliance.