Senior Agent, P2P Dispute at OKX

OKX is seeking a Senior Agent, P2P Dispute to join their team in Kuala Lumpur, Malaysia. The Senior Agent will be responsible for addressing disputes, inquiries, and issues from global customers through various channels. The role involves conducting thorough investigations, analyzing loss trends, and detecting fraudulent activities. The Senior Agent will also collaborate with internal and external stakeholders to resolve complaints and feedback related to OKX's products and services.

What this role involves:

• Attend to all disputes/inquiries/issues from global customers through multiple supported channels.
• Handle customer disputes and conduct comprehensive investigations using various tools.
• Investigate each chargeback/fraud claim by customer, and provide analysis of loss trends.
• Detect fraud by analyzing customer’s trading and behavioural patterns and diligently report any suspicious account to prevent any loss.
• Liaise with both internal & external stakeholders.
• Maintain up-to-date knowledge about the company's latest products & services as well as the industry’s trends to better support customers.
• Escalate any queries or unresolved matters that are unable to complete within the agreed procedure to line manager or higher, as per the operational escalation matrix.

Requirements:

• Diploma in business, finance, or a related field.
• Minimum 2 years of experience related to disputes, fraud, chargeback, or payment experience in the banking, financial, and/or fintech sector.
• Excellent verbal and written in the English language.
• Multilingual in writing and speaking would be a plus.
• Willing to work according to a rotational schedule to support 24x7 operations.
• Strong people skills: Ability to navigate difficult situations and maintain composure under pressure.
• Solution mindset: Passionate in finding the right solution(s) for the customer, and resolving the issue by overcoming obstacles; good cost-efficient decision making.
• Excellent time management: Ability to multi-task to solve customer's issues/queries, while able to deliver the assigned task in a timely manner.
• Customer-centricity: Deep commitment to providing exceptional service and support to our customers.
• Dispute handling experience: Proven ability to investigate, analyze, and mediate between parties to reach fair and equitable solutions while upholding professionalism, efficiency, and a focus on customer satisfaction.
• Quick learner: Ability to ramp up quickly and act on feedback constructively.

What OKX offers:

• Competitive remuneration package (Basic Salary + Yearly Bonuses).
• Meal Allowance up to RM 500/month
• Monthly Team Building RM 2500
• Benefits per annum (Training & Wellness)
• Convenient workplace (5 minutes walk from MRT TRX).
• Excellent prospects for growth and promotion
• Employee engagement, recognition and appreciation program.
• Multinational working environment