Analyst, Customer Support (Johor Service Hub)

TNG Digital

Kulai

On-site

MYR 30,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Medical coverage

Extra leave for family and caregiving

Monthly lifestyle allowance via TNG eW

Long-term rewards

Mobile and broadband reimbursement

Discounts and wellness perks

Job summary

TNG Digital in Malaysia is seeking a frontline customer support specialist to handle escalated inquiries related to financial transactions, accounts, and compliance for the TNG eWallet platform.

You will work with compliance, risk, and tech teams to ensure secure, smooth customer experiences, including fraud prevention and onboarding via mobile apps. Fluency in English and local languages is valued; shortlisting will follow.

Qualifications

Diploma or higher secondary education; 2–3 years frontline customer service experience.
Familiarity with eWallets, fintech platforms.
Proficient with tablets/smartphones for onboarding and support.
Knowledge of AML, KYC, data privacy, and fraud prevention.
Experience with regulatory compliance and financial risk management is an advantage.

Responsibilities

Serve as the primary point of contact for escalated customer inquiries that cannot be resolved at the first level of support.
Provide prompt and accurate responses to customer concerns related to financial transactions, account management, and compliance.
Utilize in-depth knowledge of fintech industry to address customer inquiries effectively.
Demonstrate expertise in fraud detection and prevention to identify suspicious activities and guide customers to protect themselves.
Assist customers in navigating fintech platforms and online banking systems, troubleshooting issues.
Collaborate with cross-functional teams to ensure adherence to regulatory requirements and improve support processes.
Analyze customer and transactional data to identify trends and insights for product improvements.
Maintain comprehensive records of customer interactions in the CRM system.

Skills

Customer service

Fraud prevention

AML/KYC knowledge

Regulatory compliance

Financial transactions

Communication

Multilingual support

Education

Diploma

Higher secondary education

Tools

CRM system

Mobile onboarding (tablets/smartphones)

Job description

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

What You'll Do

Serve as the primary point of contact for escalated customer inquiries that cannot be resolved at the first level of support.
Provide prompt and accurate responses to customer concerns related to financial transactions, account management, investment products, technical issues, and compliance.
Utilize in-depth knowledge of the fintech industry, including regulations, compliance requirements, financial processes, investment products, and technological platforms, to address customer inquiries effectively.
Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting themselves against fraudulent activities.
Assist customers in navigating fintech platforms, software applications, and online banking systems, troubleshooting technical issues, and providing guidance on utilizing digital interfaces.
Educate customers on complex financial processes, technologies, and investment strategies in a clear and understandable manner.
Provide product or service awareness as well as cross‑selling relevant use case or services in the App to the walk‑in customers.
Collaborate with cross‑functional teams, including compliance, risk management, and technology, to ensure adherence to regulatory requirements and continuously improve customer support processes.
Analyze customer data, transactional data, and other relevant information to identify trends, patterns, and insights that can enhance products, services, and customer experiences.
Update and maintain comprehensive records of customer interactions and inquiries in the CRM system for future reference and tracking purposes.

Role Requirements

Minimum higher secondary education, or Diploma, or 2–3 years in frontline customer service (experience in walk‑in centres, able to speak other foreign languages such as Nepali, Bangladeshi, Hindi, Burmese etc and supporting migrant users is a plus).
Familiarity with eWallets, mobile apps, or fintech platforms.
Proficient in using tablets/smartphones for customer onboarding and support.
Strong understanding of financial services, including remittance processes.
Knowledge of AML, KYC, data privacy, and fraud prevention protocols.
Experience with regulatory compliance and financial risk management is an advantage.
Excellent interpersonal and communication skills, especially with non‑native English/Malay speakers.
Patient, empathetic, and solutions‑oriented with a customer‑first mindset.
Strong attention to detail and the ability to prioritize and manage multiple tasks effectively.
Able to work independently and upscale issues appropriately.
Team‑oriented and able to collaborate across departments.