Customer Service Analyst

Ria Money Transfer; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Ria Money Transfer in Kuala Lumpur is seeking a Customer Support & Digital Operations Executive to join our team. You will provide end-to-end support for our mobile app, wallet, and remittance services, and perform Level 1 investigations to identify and resolve operational issues quickly.

You will assist customers with onboarding, registrations, logins, and KYC processes, while coordinating with Digital Ops and Wallet teams to ensure timely, clear communication and issue resolution.

Qualifications

• Experience with Level 1 system investigation across LogRocket, Amplitude, EFT, FX Systems, Power BI, and Onfido.
• Strong customer service and problem-solving skills in a fast-paced fintech environment.

Responsibilities

• Provide end-to-end customer support for mobile app, wallet, and remittance services.
• Perform Level 1 investigation to identify and resolve operational and technical issues.
• Assist customers with onboarding, registrations, logins, and KYC processes.
• Resolve wallet and card-related inquiries, including activations and payments.
• Coordinate with Digital Ops, Finance, FIU, and Wallet teams to track refunds, disputes, and fraud cases.
• Handle inquiries via Zendesk, calls, email, and WhatsApp.

Skills

Customer service

Digital wallet

Remittance knowledge

System troubleshooting

Cross-functional coordination

Job description

Description

Job Description: Customer Support & Digital Operations Executive

Role Summary

• Provide end-to-end customer support for mobile app, wallet, and remittance services, including
• Level 1 system investigation to identify and resolve operational and technical issues efficiently.

Customer & App Support

• Assist customers with app registration, login issues, OTP errors, and password resets. Guide users on account activation and eKYC processes. Perform troubleshooting and escalates complex issues to Digital Ops.
• Level 1 Investigation Tools: LogRocket, Amplitude, FX Systems.

Remittance & Transaction Support

• Support international remittance and wallet transactions via calls, Zendesk, email, and WhatsApp. Guide customers on transfers, payment methods (FPX, JomPAY, DuitNow), and compliance requirements.
• Level 1 Investigation Tools: EFT, FX Online, FX Operation, Amplitude.

Wallet & Card Operations

• Handle wallet activation, status checks, and transaction inquiries. Support card issuance, reloads, usage, and failed or pending transactions.
• Level 1 Investigation Tools: EFT, LogRocket, Amplitude, CyberSource, DT One.

Issue Resolution & Escalation

• Perform initial diagnosis and raise Jira tickets for unresolved issues. Coordinate with Digital Ops, Finance, FIU, and Wallet teams. Track refunds, disputes, fraud cases, and follow through to closure.

eKYC & Customer Onboarding

• Monitor onboarding via Power BI and Onfido. Follow up on incomplete or failed verifications. Coordinate profile updates, corrections, and duplicate removals.

Agent & Corporate Support

• Support CICO agents (activation, unlocking, onboarding) via EFT systems. Assist in salary disbursement and bulk onboarding. Verify customer and account details across systems.

Customer Service Operations

• Handle customer inquiries and complaints through Zendesk. Ensure timely resolution and clear communication.

Core Requirement

Strong capability in Level 1 system investigation across: LogRocket, Amplitude, EFT, FX Systems, Power BI, Onfido.

Key Skills

Customer service, digital wallet and remittance knowledge, system troubleshooting, and cross-functional coordination.