Payments Risk Operations Agent

Who We Are

At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me, Do the Right Thing, and Get Things Done. These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more.

About the Team

The Risk Operations team at OKX plays a critical role in managing fraud and financial risks across our ecosystem. This role specifically supports the card issuing business, ensuring effective and compliant handling of all user-initiated disputes and chargeback investigations. As a card issuer, OKX is responsible for investigating user claims and responding to disputes in accordance with card scheme rules and timelines.

About the Role

We are looking for a skilled and detail-oriented Card Operations Agent to join our team. You will handle end-to-end processing of chargebacks, including evaluating cardholder claims and resolving disputes. This is a highly operational and investigative role that requires strong decision-making skills and a solid understanding of card scheme regulations. Also, video/voice security checks according to our processes and customer service support.

What You'll Be Doing

• Investigate and resolve cardholder disputes and chargebacks in accordance with card scheme regulations and internal policies.
• Handle user issues efficiently according to service procedures, and be able to provide support via ticket, chat and video/voice services.
• Engage with users through video service with the camera on, comfortable with on-camera interactions.
• Demonstrate efficiency, professionalism, and a strong sense of security during service to ensure smooth user experiences.
• Review transaction details, customer claims, system data, and supporting documentation to determine liability.
• Ensure timely handling of cases to meet scheme and regulatory deadlines.
• Document all investigative findings and case outcomes clearly and consistently within internal systems.
• Identify patterns of fraud or abuse, and escalate high-risk cases for further review where needed.
• Collaborate with internal teams such as Customer Support, Risk Product, and Group governance to improve user experience and reduce disputes.
• Support the team in tracking dispute metrics, outcomes, and identifying areas for operational improvement.

What We Look For In You

• A Technical Degree and/or above in finance, customer service & relations, linguistics, crypto-related studies, or a related field.
• Excellent spoken and written in English and Portuguese (Brazil) as the role requires to deal with Brazilian Portuguese speaking counterparts. Able to communicate clearly and logically in Portuguese, with strong comprehension and a customer-first attitude.
• Minimum of 2 years' experience in card chargeback/dispute operations, preferably within a card issuing environment.
• Working knowledge of card scheme rules, dispute codes, and chargeback lifecycle.
• Experience handling both fraud and non-fraud dispute types (e.g., unauthorized use, service not rendered, duplicate billing).
• Ability to analyze complex data points and make fair, evidence-based decisions.
• Strong attention to detail with excellent case documentation and communication skills.
• Comfortable working in a fast-paced, regulated environment with clear SLAs.
• Familiarity with card dispute tools and case management platforms is a plus. Also, with basic computer operations and video call tools, with strong learning and execution abilities.
• Ability to support our customer service team engaging with users.

Why Join Us?

• Competitive remuneration package (Base Salary + Shift Allowance)
• Learning & Development fund
• Fitness fund
• Monthly team building fund
• Meal voucher
• Transportation allowance
• Yearly bonus
• Private health insurance, dental & life insurance
• Excellent prospects for growth and promotion - we provide you with assistance, opportunities for skill development, mentoring, and training programmes to help you succeed.
• Employee engagement, recognition and appreciation program.
• Multinational working environment - Advance your career by interacting with individuals from various backgrounds, cultures, and nations.

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