Operations and Customer Service Analyst

2 weeks ago

Sydney, New South Wales, Australia Independent Reserve Full time
About the Job:
We are looking for a motivated and detail-oriented Operations & Customer Service Analyst with strong crypto knowledge and a sharp eye for fraud detection to join our Sydney-based team. In this dual-focused role, you'll be the voice of Independent Reserve, resolving customer queries and issues with empathy and accuracy, while also being a first line of defense against scams, fraud, and suspicious account activity.

As a senior team member, you'll be responsible for escalations, supporting vulnerable customers, and identifying potential fraud risks before they escalate. You'll collaborate with teams across the business — including Compliance, KYC, and the OTC desk — and be trained to use blockchain analytics and internal systems to investigate and mitigate risks.

This is a fantastic opportunity for someone who enjoys problem-solving, fraud prevention, and building trusted customer relationships in the fast-paced world of crypto.
An integral role with plenty of growth and development opportunities, some of the key responsibilities will include:

- Problem solve and respond promptly and professionally to customer queries
- Investigate and monitor suspicious activity to help detect and prevent fraud and scams
- Use blockchain monitoring tools to identify and investigate suspicious activity
- Perform investigative phone calls and assist the compliance in analysing customer activity
- Stay updated on crypto specifc fraud trends, scam typologies, and crypto-specific risks
- Collaborate with internal stakeholders across Compliance, KYC, Product, and Support for holistic case resolution
- Deliver an exceptional and personal experience that builds trust and loyalty with each customer

About you:

Experience and skills we are looking for:

- 2+ years of experience in customer service or fraud detection, with a willingness to work across both fraud detection and customer issue resolution (experience in fintech is advantageous but not essential)
- Experience working in financial fraud, scams, or crypto risk environments (preferred but not essential)
- Ability to prioritise and handle multiple customer queries or issues simultaneously without sacrificing the quality of service
- Knowledge of Bitcoin and other cryptocurrencies
- Excellent written and verbal communication skills
- Ability to communicate with customers at both a technical and non-technical level
- Proven ability to solve and defuse difficult situations with customers

Other skills and experience which would be ideal:

- Familiarity with cryptocurrency trading mechanics and a solid understanding of blockchain technology (transactions, wallets, etc.)
- Experience working in financial fraud, either at a cryptocurrency exchange or within financial services

What we offer:

- A competitive salary
- A challenging and rewarding role in the dynamic crypto industry
- A winning, fun, hard-working team
- Ongoing learning and support
- Great career development opportunities in a growing company

This is an in-office role, so please do not apply if you are looking for a hybrid or remote opportunity.

#J-18808-Ljbffr

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