Client Service Analyst - P2P

Role overview Support customers using a peer-to-peer marketplace by reviewing disputes, investigating transaction risks, and helping prevent fraud and financial losses. The role combines frontline customer service with transaction analysis and coordination with risk and compliance specialists.

Responsibilities - Review buyer and seller disputes, gather relevant information, and help mediate cases fairly and professionally. - Monitor and investigate transactions to identify suspicious activity, patterns, and potential fraud. - Work with risk and compliance teams to review flagged accounts, apply controls, and assess complex fraud appeals. - Respond to customer questions and complaints, explain decisions clearly, and follow cases through to resolution. - Keep current on platform features and relevant market conditions so guidance is accurate. - Spot operational issues and emerging risk trends, and raise them promptly with the appropriate teams.

Requirements - 2–4 years of experience in customer service, risk management, fraud investigation, Trust & Safety, or related frontline operations. - Strong analytical skills, including the ability to interpret transaction details, numbers, and risk indicators. - Clear written and spoken communication, with the ability to understand different customer perspectives and explain risk-related decisions. - Ability to manage competing priorities and time-sensitive cases. - Availability for five-day shifts that may include weekends and public holidays; listed shift windows are 8 a.m.–5 p.m., 4 p.m.–1 a.m., and midnight–9 a.m.

Nice to have - Experience in risk control or fraud prevention; financial services or fintech experience is especially relevant. - Background in dispute resolution, conflict mediation, or anti-money laundering work. - Familiarity with blockchain, cryptocurrency, or peer-to-peer payments.

Benefits and work setup The role includes access to professional development funding, internal learning and team events, and opportunities for career growth and movement between roles. The work involves collaboration with colleagues across locations.