Remote Web3 Jobs

Crypto.com was founded in 2016, Crypto.com today serves over 10 million customers with the world’s fastest growing crypto app, along with the Crypto.com Visa Card — the world’s largest crypto card program — the Crypto.com Exchange and Crypto.com DeFi Wallet. Recently launched, Crypto.com NFT is the premier platform for collecting and trading NFTs, carefully curated from the worlds of art, design, entertainment and sports.
Crypto.com is built on a solid foundation of security, privacy and compliance and is the first cryptocurrency company in the world to have ISO/IEC 27701:2019, ISO27001:2013 and PCI:DSS 3.2.1, Level 1 compliance, and independently assessed at Tier 4, the highest level for both NIST Cybersecurity and Privacy Frameworks.
With over 3000 people in offices across the Americas, Europe and Asia, Crypto.com is accelerating the world’s transition to cryptocurrency.
For more information, please visit www.crypto.com.

Key Areas of Responsibilities

• Handle internal customer complaints and address customers’ concerns by conducting a root-cause analysis to assess gaps in the customer service or product/ services offered to customers.
• Provide fair resolution to submitted complaints, aligned with legal and regulatory obligations of the Company.
• Handle official customer complaints submitted with the Office of the Arbiter for Financial Services “OAFS”, Malta within the legally provided timeframes.
• Attend and participate in official mediation processes between customers and representatives of the OAFS in Malta.
• Attend and participate in official arbitration sittings between customers and the Arbiter for Financial Services in Malta.
• Manage, analyze and identify complaints of repetitive nature and seek permanent solutions.

• 2+ years previous experience of complaint handling or customer service function in a complex financial services organisation

• Impeccable attention to detail;
• Strong analytical skills;
• Ability to be a self-starter, work under minimal supervision, and meet all goals within SLA;
• A strategic thinker with the ability to create an accurate timeline of events.
• Extensive understanding of the regulatory environment for complaint handling and customer care, including working knowledge of key regulations applicable in the virtual financial assets and financial services industries.
• Technical background with a robust and independent mindset, ability to create and implement simple, effective solutions.
• Excellent stakeholder management skills at all levels of the organisation.
• Strong interpersonal and communication skills.
• Self-motivated, attentive to detail and not afraid but excited from often changes;
• Multitasker, not afraid of a highly dynamic environment and constant change;
• Fast learner with an eye to synthesize details and connect the dots between complex data relationships;
• Proficiency in verbal and written English. Fluency in an additional language is a strong plus
• Experience or certification in arbitration processes is considered an advantage.

• We offer an attractive compensation package working in a cutting-edge field of Fintech
• Huge responsibilities from Day 1. Be the owner of your own learning curve. The possibilities are limitless and depend on you
• You get to work in a very dynamic environment and be part of an international team