Identify common transaction issues such as pending, failed or delayed transfers, incorrect or unsupported network selection, missing confirmations and platform side processing delays, and escalate according to procedure
Support account verification and KYC related enquiries, including document status questions, verification failures and requests requiring further review
Assist with account access, password reset, authentication, account lock and suspicious login concerns while following identity verification procedures
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Ensure the delivery of accurate, valid, and complete information to customers, utilizingappropriate methods and tools.
Address customer complaints promptly, offering suitable solutions and alternatives withinestablished timeframes, and following up to confirm issue resolution.
Collaborate effectively with cross-functional teams to escalate and resolve issues requiringspecialized technical knowledge.
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