Associate, Fraud Careline (Contact Centre Experience)

TNG Digital Sdn Bhd; Kuala Lumpur; In loco; MYR 52.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical coverage

Family leave extension

Lifestyle allowance

Long-term rewards

Phone + broadband reimbursement

Descrizione del lavoro

TNG Digital Sdn Bhd is seeking a detail-oriented fraud operations professional to join our 24/7 Careline team in Kuala Lumpur. You will resolve complex customer inquiries across financial products and services, with a focus on fraud detection and prevention.

We expect hands-on investigators who can document outcomes clearly, collaborate with process improvement and maintain high CSAT while adhering to SOPs and SLAs.

Competenze

• Diploma/Advanced/Graduate Diploma or Degree in any field or equivalent.
• Minimum 1 year of customer service experience; fresh graduates are welcome.
• Ability to work in 24/7 Fraud Careline operations.
• Mandarin/Chinese language skills are a plus.
• Strong investigative and problem-solving abilities.

Mansioni

• Respond to customer inquiries via calls, emails and chats on fraud.
• Support fraud incident escalation from NSRC.
• Evaluate fraud cases and document chronology and outcomes.
• Identify suspicious transactions and guide customers on protection.
• Document investigations to maintain high CSAT.
• Suggest process improvements based on VoC.
• Comply with SOPs and SLAs to maintain service standards.
• Collaborate with manager to identify inefficiencies and propose enhancements.
• Maintain professional and polite demeanor.
• Carry out ad-hoc tasks as instructed.

Conoscenze

Zendesk experience

Customer service

Data analysis

Multi-tasking

Problem solving

Critical thinking

Communication skills

Formazione

Diploma or Degree

Strumenti

Zendesk

Descrizione del lavoro

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.

Role Overview:

The incumbent is responsible for handling complex customer inquiries and providing expert level assistance on a range of financial products, services, and technical issues. Primary goal will be to resolve customer concerns efficiently, ensure regulatory compliance, and deliver an exceptional customer experience. This role is ideal for a detail-oriented and tech-savvy professional who thrives in a fast-paced environment and is passionate about optimizing customer service operations through technology and process improvements.

What You'll Do:

• Responding to customer enquiries and delivering customer care fraud related calls, emails and chats
• Support fraud incident escalation from National Scam Response Centre (NSRC)
• Evaluate fraud incidences and complaints highlighted by various parties received and provide findings / full chronology to the outcome of the cases
• Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting fraudulent activities
• Document comprehensive investigations outcome to maintain high levels of customer satisfaction
• Actively contributing to improve CSAT (Customer Satisfaction) scores by understanding customer needs and proactively addressing issues
• Work closely with process improvement and quality assurance personal to suggest standard practice from voice of customer – VoC
• Comply to standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service
• Collaborate with team manager to identify process inefficiencies and propose enhancements to streamline fraud operations
• Maintaining a polite, helpful, and professional manner
• To carry out other ad-hoc tasks as specified by the supervisor / leader from time to time.

Role Requirements:

• At least Diploma / Advanced / Graduate Diploma or Degree in any fields or equivalent
• Prior experience using Zendesk, or any other Customer Service Management system would be an advantage
• Minimum 1 year of experience in customer service/experience environment. Fresh graduate encouraged to apply.
• Ability to work under 24/7 Fraud Careline operations
• Demonstrates strong investigative ability
• Exceptional problem-solving skills and demonstrate an advanced critical thinking ability to handle complex customer inquiries with professionalism and poise
• Customer-centric mindset and a commitment to delivering an exceptional customer experience
• Possess basic data analysis, data verification and reporting skills
• Skilled at multi-tasking with the ability to prioritize key deliverables and work in a fast-paced environment
• Self-motivated, positive attitude and able to work under pressure
• Ability to converse in Mandarin/Chinese would be an added advantage
• Candidate should have a risk-based approach / mindset in solving fraud incidents and ability to respond well to constructive criticism
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.

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

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.