Who you are:
You’ve got positive energy. You’re optimistic about the future and determined to get there.
You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
Coinbase's Customer Experience (CX) organization plays a critical role in achieving our vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.
As a Compliance Quality Assurance Analyst on our Customer Experience team, you’ll join a high functioning team of passionate QA analysts who review the US escalations cases and ensure that these cases are completed in line with the regulatory and policy requirements.
What You'll Be Doing (i.e., Job Duties)
Perform weekly audits on complex Escalations cases, Suspicious Activity Reports and investigations by applying a high degree of autonomy
Proactively seek opportunities to tackle challenging and impactful assignments.
Assist on 2LoD reviews and provide timely responses to findings
Lead calibrations & office hours supporting other QA analysts
Conduct root cause analysis on thematic issues
Identify procedural gaps or inconsistencies and provide proposed solutions
Conduct training of new QA and QC joiners along with validating their practice cases
Collaborate with internal support teams across Data Analytics, Escalations teams, Financial Crime Compliance, and L&D to enhance processes and workflows.
Present QA findings, insights, and recommendations persuasively to inspire positive change via weekly metrics/dashboards
Provide feedback on drafted procedures regarding areas of opportunity and how the procedures can be enhanced to increase clarity and consistent execution
Support agents in addressing their queries on complex procedural requirements
Undertake highly complex audits that have a substantial impact on Compliance Operations, showing your ability to navigate intricate challenges.
Apply in-depth knowledge of regulatory requirements when reviewing unusual or complex cases/scenarios
What we look for in you (ie. job requirements):
4+ Years hands-on experience in executing QA, Audit, or as a Financial Crime Investigator
Working knowledge of BSA/AML laws, regulations, and rules for financial services/products
ACAMS or equivalent AML qualification
Experience in assisting, developing, and producing metrics and reporting
Strong written/verbal communication, critical thinking, and problem-solving skills
Highly-motivated, analytical, organized, innovative, and adaptive
Multi-tasking ability, team-oriented, and a self-starter
Proven ability to work collaboratively with global partners in other functional units
Exceptional work ethic and flexibility to work extended hours to meet deadlines, when necessary
Ability to work with limited direction from management when situations occur
Intermediate level in PowerPoint/Google Slides and Excel/Google Sheets