Customer Risk Operations Associate

About the Position

Customer Risk Operations Associate

Location: Taguig City, Metro Manila, Philippines

Company: Coins.ph

Employment Type: Full-time

Work Location Type: Hybrid

Join the Pioneer Crypto Brand in the Philippines!

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

Responsibilities

• Review and handle alerts generated by risk system and internal risk monitoring systems
• Investigate suspicious user activities related to fraud, scams, and money mule behaviors
• Handle user-reported and partner-reported suspicious cases
• Perform account reviews and transaction checks based on internal risk procedures
• Escalate high-risk or complex cases to senior risk, compliance, or AML teams
• Apply appropriate account actions such as temporary restrictions, holds, or escalations when required
• Maintain accurate investigation notes and case documentation
• Follow operational procedures, risk policies, and investigation guidelines
• Coordinate with Customer Support, Compliance, and Partner teams for case resolution
• Support day-to-day fraud prevention and risk mitigation operations
• Meet operational KPIs, productivity targets, and SLA requirements
• Perform other related duties and ad hoc tasks as may be required from time to time.

Requirements

• Bachelor’s degree or equivalent working experience
• 1-3 years of experience in Risk Operations, Fraud Operations, Customer Support, Trust & Safety, or related operational roles
• Experience in fintech, e-wallet, banking, payments, or cryptocurrency industries is preferred
• Familiarity with fraud/scam/money mule investigation processes is an advantage
• Strong attention to detail and ability to identify suspicious activities
• Good judgment and decision-making skills
• Ability to follow standard operating procedures and risk guidelines
• Good written and verbal communication skills
• Willingness to work shifting schedules, weekends, or holidays if required
• Proficient in using operational tools, spreadsheets, and case management systems

We Offer

• Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.
• Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.
• A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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