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Fraud Disputes Analyst - Vietnam

Kraken

Kraken

IT, Accounting & Finance
Vietnam
Posted on Thursday, January 18, 2024

Building the Future of Crypto

Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.

What makes us different?

Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.

Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission.

As a fully remote company, we have Krakenites in 60+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.

Become a Krakenite and build the future of crypto!

Proof of Work


The team


The Fraud team plays a crucial role in protecting our organization from fraudulent activities within the crypto space. We are on a mission to safeguard the integrity and trust of our organization by mitigating fraud losses, protecting our reputation and adhering to compliance and regulatory frameworks, whilst keeping the friction low on the rest of our valued clients. A results-oriented team of globally distributed fraud experts holding integrity, professionalism, collaboration and accountability as core values. Currently we are aiming to further work on automation and new tool delivery to help capture emerging fraud trends, becoming the #1 in fraud controls within the crypto industry

This is a fully remote role for candidates based in Vietnam

The opportunity

  • Review, analyze and decide on accepting or rejecting disputed claims.

  • Respond to all customer queries in a timely and comprehensive manner to ensure customer satisfaction.

  • Analyze and take ownership of outcomes and make appropriate adjustments for the future by developing dispute correspondence and case files to meet or exceed the defined standards of quality and productivity expectations.

  • Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands to meet their needs and ensure quality service is given at all times.

  • Leverage specialized knowledge and skills to deliver substantial contributions to projects

  • Meet Service Level Agreements (SLA) & Quality Assurance (QA) standards

  • Strive to make your teams' work as efficient as possible by improving or creating processes, automating as much of your work as possible

  • Ensure that work is compliant to Kraken’s Quality and Risk guidelines

Skills you should HODL

  • Minimum 2-4 years of experience at a payments processor, card acquirer, bank (risk department), exchange or relevant e-commerce platform.

  • Experience with merchant disputes, chargebacks and fraud reports. Experience with Visa and Mastercard risk tools and knowledge of 3DS/AVS is also preferential, but not essential.

  • Strong advocate for cryptocurrency along with the deep understanding and passion to innovate and push the industry forward. Experience with buying and selling cryptocurrencies on multiple platforms is preferential, but not necessary

  • Deep orientation in data privacy and security from both a personal and business standpoint

  • Excellent communication and presentation skills in both written and verbal English

  • Ability to thrive in a fast-paced environment utilizing analytical and problem solving skills.

  • Availability to work flexible schedules, including weekends, on a fully remote set up

Location Tagging: #LI-Remote

Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!

As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.

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