Analyst, Remittance Business Support

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 42,000 - 54,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur is seeking an Analyst, Remittance Business Support to handle end-to-end remittance transactions, support user onboarding, and assist customers and remittance partners through multiple channels.

The role emphasizes AML/KYC compliance, clear communication, and collaboration with IT, Compliance, and Management; rotational shifts including weekends may be required to support operations.

Qualifications

• Foundation diploma, degree, or professional qualification in finance or related field.
• 1–2 years of experience in Remittance or Financial Operations preferred; fresh graduates encouraged.
• Strong knowledge of AML/KYC guidelines and financial regulatory rules.

Responsibilities

• Process remittance transactions end-to-end with accuracy and adherence to AML controls.
• Register and onboard new users to the remittance app with proper verification.
• Provide frontline support to customers and remittance partners, troubleshooting issues and explaining policies.

Skills

AML/KYC knowledge

Regulatory compliance

Communication skills

Stakeholder management

Time management

Shift flexibility

Education

Diploma or degree

Tools

MS Office

Job description

# Analyst, *Remittance Business Support*Kuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Transaction Processing:* You'll be responsible for handling remittance transactions end-to-end flow. This includes tasks among others:* ? Handle remittance transactions efficiently, ensuring all steps are completed accurately.* ? Verify customer information and transaction details to prevent errors and fraud.* ? Ensure compliance with anti-money laundering (AML) regulations and other relevant laws.* ? Conduct necessary checks to mitigate risks associated with remittance transactions.* ? Identify and resolve discrepancies in transaction processing.* ? Collaborate with other teams to address issues and enhance operational efficiency.* User Onboarding:* You'll play a vital role in registration of new users to the remittance app. This shall involve:* ? Verify user identities and documents accurately and efficiently to maintain compliance and security.* ? Address user inquiries and concerns promptly, ensuring they feel confident in using the platform.* ? Gather user feedback during the onboarding process to identify areas for improvement.* Customer Support:* You'll be the first line of contact for customers seeking assistance with the remittance service. This includes:* ? Expertly manage and respond to customer and remittance partner inquiries across all channels, including Zendesk tickets, inbound calls, and live chat, maintaining a high standard for response time and resolution effectiveness.* ? Diagnose, troubleshoot, and resolve technical issues related to the remittance platform (e.g., failed transfers, login issues, app glitches), patiently guiding users step-by-step through complex solutions.* ? Provide crystal-clear and compliant information regarding service usage, transaction processes, fee structures, foreign exchange rates, and relevant regulatory requirements.* ? Cultivate a positive and professional customer experience by approaching every interaction with empathy, active listening, and a commitment to first-contact resolution, turning potential frustrations into positive loyalty moments.#### Requirements* ? Possess a foundational diploma, degree, or professional qualification, demonstrating a solid understanding of financial principles.* ? 1-2 years of relevant experience within Remittance or Financial Operations is preferred. Motivated fresh graduates with relevant internship experience are strongly encouraged to apply.* ? Strong knowledge and proven ability to apply relevant statutory requirements, AML/KYC guidelines, and financial regulatory rules governing remittance services.* ? Exceptional verbal and written communication skills are essential for effective interaction with a diverse group of stakeholders, including:* Internal Teams: Effectively relay technical issues and regulatory changes to IT, Compliance, and Management.* External Partners: Maintain clear, professional correspondence with financial institutions and remittance partners.* Customers: Translate complex policies and issues into simple, reassuring language.* ? Proven ability to build positive working relationships and navigate discussions with tact and professionalism across all organizational levels.* ? Demonstrated capability to prioritize workload, manage deadlines, and work autonomously to achieve operational efficiency.* ? Willingness and ability to work on a rotational shift basis (maximum 5-day work week), including weekends and public holidays to support business operations.* ? Competence in Microsoft applications and the ability to quickly adapt to new internal remittance systems.