Client Experience Executive - KL

Doo Group; Kuala Lumpur; On-site; MYR 54,000 - 89,000; Full time

Benefits offered by this job

Structured onboarding and on-the-job培训

Career progression within Client Event

Exposure to fintech operations

Job summary

Doo Group is seeking a Client Experience Executive to be the primary contact for clients and partners, handling enquiries, resolving issues, and supporting onboarding and KYC processes. You will coordinate across Compliance, Risk, Sales, Operations, Finance, and Tech to ensure a smooth lifecycle and timely resolutions.

Responsibilities include ticketing, SLA management, data accuracy, and continuous process improvement in a fintech environment.

Qualifications

• Previous experience in finance or a similar client-facing role.
• Exposure to KYC/AML processes is an advantage.
• Strong written and verbal English communication.
• Familiarity with ticketing systems/CRMs is preferred.
• Detail-oriented and able to manage multiple cases while meeting SLAs.
• Willing to work rotational shifts, including weekends/public holidays.

Responsibilities

• Act as the first point of contact for client and partner enquiries via ticketing system, live chat, email, and calls.
• Provide timely, professional, and empathetic responses; keep clients/partners informed on progress and resolution timelines.
• Handle complaints and complex cases with a solutions-oriented approach, proposing effective and compliant resolutions.
• Categorize, prioritize, and manage tickets to meet defined SLAs for first response and resolution.
• Monitor ticket status, follow up proactively, and elevate when needed - while retaining ownership until closure.
• Perform client due diligence and KYC/E-KYC for individual and corporate accounts, including document verification, EDD, WorldCheck screening, and ongoing reviews.
• Review corporate documentation (registration, ownership structure, directors, shareholders, authorized signatories).
• Support partner onboarding - documentation tracking, system setup follow-ups, and status updates.
• Maintain accurate case/ticket records and client/partner data in internal systems.
• Perform basic checks on rebates, commissions, and account/partner configurations before escalation.
• Flag data discrepancies or recurring issues to senior team members.
• Collaborate with Compliance, Risk, Sales, Operations, Finance, and Tech to resolve complex or high-risk cases.
• Track dependencies and ensure internal teams respond within agreed timelines.
• Identify recurring issues, onboarding gaps, or process pain points; suggest improvements to workflows and client/partner experience.
• Maintain FAQs, SOPs, and internal documentation (e.g. Confluence) to reflect current processes.

Skills

Customer service

CRM familiarity

English communication

Tools

Zendesk

Freshdesk

Job description

We're looking for a Client Experience Executive to be the primary point of contact for both clients and partners - handling enquiries, resolving issues, supporting onboarding and KYC, and coordinating across teams to deliver a smooth, responsive experience throughout the client/partner lifecycle.

Key Responsibilities

Support & Communication

• Act as the first point of contact for client and partner enquiries via ticketing system, live chat, email, and calls.
• Provide timely, professional, and empathetic responses; keep clients/partners informed on progress and resolution timelines.
• Handle complaints and complex cases with a solutions-oriented approach, proposing effective and compliant resolutions.

Ticketing & SLA Management

• Categorize, prioritize, and manage tickets to meet defined SLAs for first response and resolution.
• Monitor ticket status, follow up proactively, and elevate when needed - while retaining ownership until closure.

Onboarding & KYC

• Perform client due diligence and KYC/E-KYC for individual and corporate accounts, including document verification, EDD, WorldCheck screening, and ongoing reviews.
• Review corporate documentation (registration, ownership structure, directors, shareholders, authorized signatories).
• Support partner onboarding - documentation tracking, system setup follow-ups, and status updates.

Operations & Data Accuracy

• Maintain accurate case/ticket records and client/partner data in internal systems.
• Perform basic checks on rebates, commissions, and account/partner configurations before escalation.
• Flag data discrepancies or recurring issues to senior team members.

Cross-Team Coordination

• Collaborate with Compliance, Risk, Sales, Operations, Finance, and Tech to resolve complex or high-risk cases.
• Track dependencies and ensure internal teams respond within agreed timelines.

Process Improvement

• Identify recurring issues, onboarding gaps, or process pain points; suggest improvements to workflows and client/partner experience.
• Maintain FAQs, SOPs, and internal documentation (e.g. Confluence) to reflect current processes.

Requirements

• Previous experience in finance or a similar field, or experience in client-facing/client management roles involving direct client contact.
• Exposure to KYC/AML processes and/or partner/affiliate programs is an advantage.
• Strong written and verbal English communication skills.
• Comfortable with ticketing systems/CRMs (e.g. Zendesk, Freshdesk); training provided.
• Detail-oriented, able to manage multiple cases while meeting SLAs.
• Patient, professional, and solutions-focused when handling sensitive or complex situations.
• Willing to work rotational shifts, including weekends/public holidays.

What We Offer

• Structured onboarding and on-the-job training.
• Clear career progression within Client Experience.
• Exposure to both client-facing and partner/IB operations in a fast-paced fintech environment.