Coins.ph is hiring a

Web3 Operations Associate - Account Resolution

Coins.ph is on a mission to create an open financial system by providing everyone easy access to Web3 and digital assets. A regulated entity, Coins is the most established crypto brand in the Philippines and has gained the trust of more than 16 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of payment services.

What You Will Do

• Resolve account assessments made by Enhanced Due Diligence and Risk teams, and communicate to customers the status of their accounts
• Review and double check information customers submitted as part of our enhanced due diligence process
• Perform account closure process and ensuring that key stakeholders complete their step
• Respond to escalated tickets in a timely manner and within Service-Level Agreement
• Provide support to customers with empathy and a level-head and give excellent customer service experience overall
• Evaluate Standard Operating Procedures and plan and implement ways to improve service and process efficiency
• Stay updated on best practices and create strategies on how to apply it to Coins
• Perform other related duties and tasks as may be required from time to time

What You Will Need

• Passionate about wallet security, building lasting customer relationships and optimizing processes
• Graduate of Communications, Business Management, Operations Management, or equivalent
• Strong verbal and written communication skills in both English and Filipino
• Knowledgeable in Google Suite programs
• Highly-flexible, able to wear multiple hats, and thrives in a fast-paced work environment
• Thinks fast under pressure and solves problems on the go without being overwhelmed
• Trustworthy and able to protect confidential information with discretion
• Meticulous, detail-oriented, and able to work quickly without supervision
• Discreet and upholds customer privacy and confidential information
• Has a track record for getting things done - drive, ownership, and execution is at the core of our culture