Customer Service Specialist (Security) - En/RU

Responsibilities:

• Prevent, investigate, locate unauthorized activities on user’s accounts by thoroughly analyzing account data such as on-chain and off-chain transactions, IP and geolocation data, device characteristics, e-mail addresses, and other information in order to assess the nature of the activity.
• Based on account analysis, existing procedures and the customer’s report, disable account functions to prevent further harm.
• Conduct threat and risk analysis to provide essential suggestions to assist the customers in eliminating the risk before helping them regain access to the compromised accounts.
• Provide the user with sufficient information on best practices to protect their accounts in every interaction to reduce the risk of new security incidents and strengthen the community awareness.
• Report and investigate fraud/scams, examine if stolen funds are sent to a Binance account, or if unauthorized transactions took place within Binance accounts.
• Liaise with other departments to assist and provide or gather information as it relates to investigations and customer accounts.
• Cooperate with other team members to build strong and relevant procedures. Use case sharing to seek internal assistance and develop the team’s knowledge.

Requirements:

• A basic understanding of cryptocurrencies and differences between separate blockchains / networks.
• Excellent research and writing skills; able to communicate findings clearly and concisely.
• Minimum 1 year experience in customer service, preferably in finance or E-commerce industry
• Excellent problem solving skills.
• Ability to interpret account data to make a well informed judgements,
• Ability to think critically and consider possibilities when troubleshooting, superb investigation skills.
• Able to work effectively as a team member and also independently or with minimal supervision.
• Strong security awareness.
• Great attention to detail and solid analytical skills.
• Professionalism and high moral sense.
• In addition to English and Russian one or more of the following languages is highly valuable : Italian, Spanish, Portuguese, Chinese, Arabic, Turkish, French, Indonesian, Japanese, Polish, Korean.