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.

What You'll Do:

Monitor and assess case handling performance of Risk Operations associates across all communication channels (tickets, chats, calls, etc.) to ensure compliance, accuracy, and adherence to established quality standards in fraud detection and risk mitigation
Lead regular calibration sessions with QA peers and team leads to maintain consistency in quality evaluations, ensure fairness in scoring, and align on quality benchmarks and best practices
Identify gaps or compliance risks in analysts investigations, decision-making, or communication, and provide timely, constructive feedback with clear action points for improvement
Conduct one-on-one coaching sessions on a weekly basis to address performance gaps, strengthen analytical and investigative skills, and reinforce proper procedures for fraud and risk case handling
Review and analyze customer escalations and dissatisfaction reports related to fraud or account security to uncover process inefficiencies, training gaps, and root causes, and propose sustainable corrective measures
Partner with the Risk Operations and Fraud Investigation teams to refine workflows, enhance detection accuracy, minimize false positives, and improve overall fraud prevention strategies
Act as a secondary review layer for complex or high-risk cases to ensure proper resolution, accurate documentation, and alignment with internal standards and compliance protocols
Utilize quality performance data and analytics to identify trends, recurring issues, and opportunities for improvement; compile insights and recommendations for presentation to CX and Risk Leadership Teams
Design and deliver targeted coaching or refresher training sessions focused on improving fraud analysis, verification accuracy, and customer communication effectiveness
Collaborate closely with the Compliance team to update QA frameworks, SOPs, and quality guidelines in line with evolving regulatory requirements and emerging fraud patterns
Support operational readiness activities for new tools, policies, and fraud-detection systems by documenting potential risk scenarios and participating in pilot testing
Contribute to continuous improvement initiatives aimed at strengthening fraud prevention, risk controls, and the overall customer experience
Perform other related duties as assigned by the immediate supervisor that support business operations and company objectives

What We Expect From You:

Bachelor's degree in Business Administration, Risk Management, Finance, Economics, or related fields, or equivalent work experience
Experience in quality assurance, fraud investigation, or risk operations within financial services, fintech, or international BPO environments.Strong understanding of fraud patterns, transaction monitoring, risk analysis, and KYC/AML processes
Proven analytical and critical thinking skills, especially under pressure or in high-volume case environments
Proficiency in Google Workspace and familiarity with data management and reporting tools
Knowledge of AI-assisted fraud detection systems or process automation is an advantage
Excellent written and verbal communication skills in both English and Filipino, with the ability to deliver constructive and objective feedback
Strong interpersonal skills and a collaborative mindset; able to work effectively with cross-functional teams
High attention to detail and accuracy, with the ability to work independently and manage multiple priorities
Results-driven and proactive, demonstrates ownership, accountability, and execution excellence in every task

Join the Coins Team Now!

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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