Join Binance’s Customer Service team and be a part of a client-facing business where exceptional support is our priority. We aim to create a platform where users receive top-quality assistance with fast response times and accurate information. Our support is provided via ticketing systems and live chat, handling customer queries, complaints, and identification approval processes for our world-class cryptocurrency exchange platform. We seek empathetic, communicative, and problem-solving individuals who can advocate for our customers and gather valuable feedback. Join us and help ensure exceptional service standards and high customer satisfaction.

Responsibilities:

• Regular reviews on service cases and apply a scoring system on overall and individual quality metrics.
• Ensuring accurate manual data entries.
• Manage personal workload and ensure timely escalation of key risks/issues to the supervisor.
• Providing feedback on system malfunctions, SOP gaps and necessary upgrades.
• Identify best practices from service and operational delivery for QA standard enhancement.
• Improve QA standard for quality assessment by monitoring and liaising with internal operations according to business needs.
• Generate data reports with the use of Office Suites, and conduct quality analysis.
• Frequently report to the supervisor on valuable findings to improve quality performance and execute given tasks within a timely manner.
• Collaborate and liaise with stakeholders on quality improvement plans.
• Participate in internal and external training programs related to AML/CFT, and other subjects that may form part of the day to day work requirements.
• Handle any assigned ad hoc duties and ancillary activities.

Requirements:

• Bachelor’s degree or above, 2 years experience in Quality Assurance for corporate onboarding in the financial sector with substantial knowledge of relevant rules and regulations and the day-to-day compliance and operational affairs.
• Experience handling reviews of high risk and complex KYB cases as well as conducting reviews of Financial Institutions and Broker clients profiles.
• Good proficiency in conducting risk assessments, periodic/trigger reviews and enhanced due diligence.
• Knowledge of multiple client types (E.g: Non-Operating/Asset Holding Companies, Funds, Partnerships, Segregated Portfolio Companies, Trusts); and multiple EEA jurisdictions.
• Good knowledge of Virtual Asset Service Providers business types.
• Fluency in English is required to be able to coordinate with overseas partners and stakeholders. Additional languages would be an advantage.
• Highly preferred for candidates to possess ACAMS/CAMS/CCAS/ICA certifications or others.
• Familiar with WORD/EXCEL/PPT/VISIO applications, and excellent in data analysis and reports.
• Proficiency in compliance applications and programmes such as World-Check & Jumio.
• Possess a good sense of judgment, excellent communication and interpersonal skills.
• Strong administrative and organizational skills.
• Prior knowledge in setting goals for continuous improvement of operational quality standards and able to analyze problems independently.
• Able to work under pressure, show a strong sense of responsibility, and a passion for Compliance, Operations and Quality assurance.
• Work proactively with a high sense of service mindset, strong problem solving and delivery skills.
• Adaptable in an evolving and fast-moving environment.