Operations Analyst - ANZ

Binance; City of Melbourne; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

A leading blockchain ecosystem is seeking a professional to manage vendor disputes and conduct investigations related to scams. The ideal candidate will have proven experience in operational policy compliance and the ability to educate customer support teams. This position offers a competitive salary and work-from-home flexibility, depending on the team's business needs.

Benefits

Competitive salary

Work-from-home arrangement

Career growth opportunities

Qualifications

• Experience in reviewing and finalizing compliance of operational policies.
• Ability to conduct training sessions effectively.
• Strong skills in managing vendor-related dispute tickets.

Responsibilities

• Conduct comprehensive reviews to finalize policies for go-live.
• Manage vendor-related dispute tickets efficiently.
• Investigate various scam types.

Skills

Compliance with operational policies and procedures

Vendor dispute ticket management

Investigation of scams

Training and communication skills

Process optimization

Organizational skills

Customer support guidance

Job description

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 280 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

Responsibilities:

• Conduct comprehensive review and provide support in finalizing all policies and procedures for operational go-live.
• Manage vendor-related dispute tickets 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.

Why Binance

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)

Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

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