Analyst, Customer Support (Penang Service Hub) - 12 months contract

TNG Digital Sdn Bhd; Penang; On-site; MYR 39,000 - 78,000; Full time

Benefits offered by this job

Medical coverage for you and dependers

Extra leave for family and caregiving

Monthly lifestyle allowance via TNG eW

Mobile and broadband reimbursement

Discounts and wellness perks

Job summary

TNG Digital in Penang is seeking a customer-centric support specialist to handle escalated inquiries across financial transactions, account management, and fintech platforms.

You’ll use AML/KYC knowledge to protect users and identify fraud, educate customers on complex processes, and collaborate with compliance, risk and tech teams to improve the service experience.

Qualifications

• Minimum higher secondary education or Diploma.
• 2–3 years in frontline customer service.
• Ability to speak Nepali, Bangladeshi, Hindi, Burmese languages a plus.
• Familiarity with eWallets, mobile apps, or fintech platforms.
• Knowledge of AML, KYC, data privacy, and fraud prevention protocols.

Responsibilities

• Serve as primary contact for escalated customer inquiries.
• Provide prompt responses to concerns related to financial transactions and account management.
• Utilize fintech knowledge to address regulatory requirements and processes.
• Demonstrate expertise in fraud detection and prevention.
• Assist customers with fintech platforms and online banking systems.
• Educate customers on complex financial processes clearly.
• Provide product awareness and cross-sell app services.
• Collaborate with compliance, risk, and technology teams.
• Analyze data to identify trends and insights for product improvements.
• Maintain CRM records of customer interactions.

Skills

Customer service

Multilingual

AML/KYC

Fraud prevention

Fintech

Regulatory compliance

Onboarding

CRM systems

Communication skills

Education

Diploma

Tools

CRM systems

Tablets

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 crossselling 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 elevate issues appropriately.
• Team‑oriented and able to collaborate across departments.

What You Get:

Work your way

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long‑term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement
• Discounts and wellness perks

What it's like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.