We are expanding our world-class exchange and seeking a dedicated, hardworking, inquisitive candidate with a proven track record of performance and results-oriented thinking. The Associate Analyst, Trust & Safety will play a key role in supporting day to day tactical functions to help minimize exchange and customer financial loss due to fraud, identity theft, and account takeovers. This work is sometimes referred to as “Risk Operations”.

This role reports to the Analyst, Trust & Safety in Hong Kong and will be responsible for a wide range of duties relating to the investigation, detection and prevention of account takeover and fraud risk on our exchange platform. Our exchange facilitates millions of high value and high risk transactions annually and this role helps to ensure that we are proactively protecting our customers and our business each and every day.

Additionally, this role requires engagement with retail, institutional and high value customers as well as working with cross functional internal partners including engineering, product, legal and customer support. Flexibility to work rotating weekends and outside of normal business hours is required. 

Job Descriptions:

• Review high risk transactions for account takeover, and make accurate decisions to keep customers safe
• Communicate with customers via written channels to evaluate validity of requests
• Resolve queued cases within service level agreements to reduce potential revenue losses.
• Resolve assigned support escalations relating to the safety of customers assets and contribute to the ongoing development of creative solutions that results in building efficient processes 
• Support the development of new  product features and propose plans to help mitigate illicit activity before it happens

Requirements:

• A Bachelor's degree, preferably with a Technical, Engineering or Mathematical background
• Ability to take ownership of transactional review work and consistently deliver in a high case volume environment
• Security conscious and high quality judgement
• Excellent communication skills, both verbal and written, English & Chinese
• Ability to work flexible hours, learn new technologies and systems for conducting investigations
• Desire to help and protect customers, which includes communicating with kindness and compassion as well as helping them to gain trust and safety when transacting on our exchange
• A natural enjoyment of investigating fraudulent actions using all available tools and technologies, no matter how complex
• Some proven experience with troubleshooting and discovering solutions quickly and effectively
• Knowledge of SQL preferred, but not required

What's an offer?

• Attractive employment package
• Flexible working hours (work from home occasionally)
• Convenient office location in Hong Kong Island
• Modern office environment; Friendly working environment
• Top-of-the-line equipment and tools to work with
• MPF Scheme, Employee Compensation Insurance 
• Medical/Dental/Vision Insurance Coverage