Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
You will be a part of the Compliance Operations Quality & Enablement team, which is responsible for conducting Quality Assurance audits on Complaints cases (Formal, Regulatory & Litigation). You will be working with production teams from CX and Compliance. In your day-to-day role, you will be responsible for auditing Complaints cases and or KYC related activity with the output purpose of identifying opportunities to improve Complaints programmatic execution such as, procedural updates, creation and presentation of metrics, training of new analysts, conducting check and challenge reviews and working on providing insights through established feedback loops.
What you’ll be doing (ie. job duties):
- Complete weekly audit allocations in line with the existing procedures and grading standards
- Provide a detailed overview of the errors identified in audits.
- Root cause analysis, deep dive into our operational procedures to find opportunities, themes, and knowledge gaps to upskill team performance
- Identify process gaps and work with stakeholders within CX and Compliance to improve the process. Provide regular QA insights, recommendations and feedback to Client Service Management
- Collaborate with internal support teams across Data Analytics, Operations teams, Financial Crime Compliance, and L&D to help launch or improve existing processes and workflow
- Implement and or enhance QA rubrics and frameworks.
- Utilize an in-depth understanding of metrics to drive data-driven recommendations
- Continuously add value through effective impact analysis, prioritization, project management and efficient execution of projects.
What we look for in you (ie. job requirements):
- 4+ Years hands-on experience in Complaints support, Quality Assurance, or Compliance Testing programs across a diverse range of financial services/products
- Experience in working across multiple systems and programs (e.g., experience in combinations of Complaints, KYC, AML, TMS, and sanctions)
- Track record of delivering work outcome to budget and meeting quality standards
- 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
Nice to haves:
- Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
- Experience in project management or analytics or quality assurance.
- Advanced degree in business, finance or legal
- Advanced understanding of Google apps, JIRA and Salesforce Service Cloud
PID: P71428
#LI-Remote
Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision)
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal OpportunityCoinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and ApplicantsDepending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.
AI DisclosureFor select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
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