Operations Analyst
Binance
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇦🇺 Australia
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Conduct comprehensive review and provide support in finalizing all policies and procedures for operational go-live.
- Manage vendor-related dispute tickets (BANO) including: RFI - Transaction Trace, RFI - Creditor Trace.
- Investigation Requests for various scam types such as Money Mule, Investment Scam, Romance Scam, Advance Fee Fraud, Jobs & Employment Scam, Social Engineering, Relationship Scam, Threat/Extortion, Recovery Scam, Relo Scam, On-forwarded Scam, and other Scam/Fraud cases.
- Handle ticket management.
- Process refunds efficiently and accurately.
- Resolve bank verification issues.
- Monitor daily transactions and sweep activities, including rejected, pending, and review statuses.
- Participate actively in daily operations meetings.
- Conduct investigations for operational issues and escalations.
- Provide education and guidance to Customer Support teams for troubleshooting and business-as-usual (BAU) activities.
Requirements
- Proven experience in reviewing, finalizing, and ensuring compliance of operational policies and procedures to support successful go-live initiatives.
- Ability to conduct training sessions and effectively communicate updated policies and procedures to relevant teams prior to go-live.
- Strong skills in managing and resolving vendor-related dispute tickets and investigation requests, including various scam types, within defined SLA timelines.
- Demonstrated capability to improve investigation processes, aiming to reduce average resolution times through process optimization and cross-team collaboration.
- Experience in daily monitoring of transactions and sweep statuses (rejected, pending, review), with the ability to document findings accurately and consistently.
- Ability to provide timely support, education, and guidance to Customer Service teams to enhance troubleshooting and business-as-usual (BAU) operations.
- Excellent organizational and communication skills to conduct knowledge-sharing sessions and foster continuous improvement in operational support.
Benefits
- Competitive salary and company benefits
- Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
policy reviewprocedure finalizationvendor dispute managementinvestigation requeststicket managementrefund processingbank verificationtransaction monitoringprocess optimizationdocumentation
Soft skills
communicationorganizational skillstrainingcollaborationproblem-solvingcustomer supportknowledge sharingcontinuous improvementeducationsupport