Fraud Compliance Analyst - San Francisco, United States - US Tech Solutions

Description

Duration: 06 Months Contract

Location: San Francisco, CA/Remote

Duties

• The Global Complaints team is divided into three units, namely Consumer Complaints, Regulatory Complaints and Litigation Support. Each unit is made up of L2 complaints analysts responsible for production work - they are expected to accurately review and respond to complaints within service levels and provide investigation notes and observations to the CX Legal Team once needed.
• Responsible for providing support for customers that submitted complaints through different channels by investigating, troubleshooting, and responding to complaints if necessary.
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
• Take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understand existing workflows.
• Identify gaps in processes and propose actionable improvements to enhance efficiency.
• Proactively lead efforts to streamline operations and boost productivity.
• Play a key role in shaping and optimizing internal processes for sustainable growth and success.
• Represents the voice of our customer in proactively driving impactful changes across workflows, policies, and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership.
• Investigate and respond to regulatory complaints submitted by customers to regulators with adherence to specified SLAs and quality standards.

Skills

• Minimum of 2 years of relevant experience in financial services, technology and/or customer support:
• Safety - must have account management experience, Trust and Safety background, experience in handling concerns related to scams and social engineering attacks Complaints - must have Compliance or Regulatory background, Fraud or Disputes Risk - must have a Fraud/Account Investigation experience, Chargeback, Clawback and Strong analytical skill in reviewing customer's accounts.
• Access - must have Account Management experience, background in troubleshooting iOS, Android, Web, PC/Laptop) which is very important in probing CX complaints of general 'Unable to Login' complaints Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Must be able to read, write and speak in English.
• Plan and prioritize work in a resourceful and effective manner that allows you to meet commitments Must work in a defined shift, as required by the business.

Nice to have:

• Crypto - must have Crypto experience gained in a Crypto company or through personal trading Experience with different channels of support, including voice, e-mail, social and/or chat.
• Fantastic communication skills in order to operate globally across multiple departments and stakeholders.

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit

Recruiter Details:

Name: Rajiv Ratan

Email:

Internal Reference Id: