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Dispute Moderator/Analyst

3 months ago

Manila, National Capital Region, Philippines Paxful Full time

Paxful is searching for a Disputes Moderator/Analyst who is exceptional at investigating complex issues, enjoys finding the needle in the haystack, and is eager to develop their career in customer service to join our Community & Customer Experience Team. The person will be responsible for not only giving the best service to customers, but also providing effective resolutions based on the information and data they have gathered.

As a key member of our team, your responsibilities will entail:

  • Dispute Moderation: Analyze evidence and user behavior to resolve trade disputes.
  • Fraud Prevention: Investigate trading activities, monitor user accounts, and detect patterns to prevent fraud.
  • Pattern Analysis: Recognize marketplace patterns, create analyses, and provide insights to improve products, policies, and tools.
  • Sensitive Issue Management: Prioritize and respond to sensitive issues, provide status updates, and manage escalations.
  • Case Investigation: Determine appropriate actions based on case investigations.
  • Customer Experience Improvement: Identify opportunities for improvement and communicate with internal teams for solutions.

Target Experience:

  • Customer Service/Fraud Specialist Experience: At least 2 years in moderation, fraud detection, or any investigative role, preferably in finance or e-commerce.
  • Problem Solving and Communication: Strong problem-solving skills and the ability to communicate effectively and empathetically.
  • Industry Knowledge: Understanding margins, P2P trades, blockchain, crypto, and P2P payments is a significant advantage.

Key Skills and Capabilities:

  • Integrity: Value honesty, transparency, and ethical behavior.
  • Process-Oriented: Critical thinker with sound judgment and the ability to think outside the box.
  • Accountability: Coachable, responsible, and able to manage escalations effectively.
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