What are the responsibilities and job description for the Customer Appeals Review Agent position at Straive?
Job Summary :
The Customer Appeals Review Agent is responsible for meticulously reviewing and assessing user appeals related to blacklist status arising from fraud / risk rule triggers on our platform. This role necessitates performing exhaustive Know Your Customer (KYC) processes and Enhanced Due Diligence (EDD) to determine whether users should be reinstated and whitelisted. The agent should have a profound understanding of risk management, compliance standards, and a detail-oriented approach to assess each case accurately and fairly.
Key Responsibilities : Review and Assess Appeals : Carefully review and assess user appeals related to blacklist status, ensuring a fair and comprehensive evaluation of each case. Perform KYC and EDD : Conduct thorough KYC processes and Enhanced Due Diligence on users appealing their blacklist status to assess the legitimacy and risk level of the users. Maintain Detailed Records : Document all appeal reviews, assessments, and decisions meticulously to maintain accurate and comprehensive records. Communicate Decisions : the outcomes of the appeal reviews to the users clearly, concisely, and empathetically, addressing any queries or concerns they might have. Adhere to Compliance Standards : Ensure strict adherence to compliance standards and company policies throughout the appeal review process. Continuous Improvement : Analyze trends in appeals and provide feedback and recommendations for enhancing fraud / risk detection mechanisms and appeal review processes.
Qualifications : Education : High School Diploma or equivalent; a Bachelor’s degree in a related field is preferred. Experience : At least one year of experience in risk management, compliance, or a related role, with a focus on handling appeals and conducting KYC and EDD; experience in a BPO setting is advantageous.
Skills : - Excellent analytical and decision-making skills. - Strong interpersonal and communication skills. - Deep understanding of risk management and compliance standards. - Proficient in conducting KYC processes and Enhanced Due Diligence. - Detail-oriented with strong organizational skills.
