Customer Service Analyst

Endowus; Ipoh; On-site; MYR 20,000 - 100,000; Full time

Job summary

A financial services firm in Ipoh, Malaysia, seeks a client operations associate to enhance client communications and experiences. This role requires a bachelor's degree and 4-5 years of experience in financial services, requiring adaptability and organizational skills. The associate will answer client queries and collaborate across teams to improve service and engagement. Proficiency in Mandarin or Cantonese is a plus. Join a small team focused on innovative financial solutions.

Qualifications

• 4-5 years working experience within the financial services industry.
• Candidates must be able to legally work in Malaysia.
• Professional working proficiency in Mandarin and/or Cantonese is a plus.

Responsibilities

• Support client operations team communication with clients.
• Answer administrative client servicing queries.
• Create automations for customer services.
• Collaborate with internal teams to improve client experience.
• Identify customer behavior for engagement improvement.

Skills

Bachelor degree

4-5 years working experience in financial services

Professional proficiency in Mandarin or Cantonese

Communication skills

Organizational skills

Adaptability

Customer focus

Education

Bachelor's degree

Job description

About us

Endowus is an award-winning independent fee‑only wealth & fund platform. Licensed in Singapore (MAS 101051) and Hong Kong (SFC BQR225), Endowus is the first digital advisor in the region to span private wealth and public pension (CPF & SRS in Singapore). We proudly serve as a fund investment platform and fiduciary advisor to over 250,000 individuals, family offices, charities, endowments, and institutions.

Today, we work with 100+ global leading asset managers across major asset classes – public markets, private markets, hedge funds and alternatives – and make it our job to assess and access their Best‑in‑Class funds, and advise clients on how to invest in these funds to reach their goals.

Our mission is clear: help people invest better so they can live easier today, and better tomorrow.

Role & Responsibilities

• Client‑centric: You will be supporting the front lines, enabling our client operations team communicate better with prospective and current clients, and delivering the highest level of client experience via multiple channels including phone, email, Zoom.
• Play a key role in answering administrative client servicing queries, and helping clients with basic questions on our tools and on platform issues that may arise.
• Create automations for customer services and communication processes.
• Share the voice of the client to the broader company; collaborate with internal teams including Product Operations and Investment Office to improve client experience, operational processes, and work on new product/investment initiatives.
• Identify customer behaviour and map recurring issues along the customer journey to improve customer engagement and retention.
• Roles and responsibilities may change from time to time along with the company’s operational processes and strategic direction.

Skills Required

• Bachelor degree with 4-5 years working experience within the financial services industry.
• Candidates must be able to legally work in Malaysia. No work visa sponsorship will be provided.
• Professional working proficiency in Mandarin and/or Cantonese is a plus.
• Demonstrated interest in and knowledge of fintech or financial service spaces.
• Great communication skills and attitude. You will interact with both internal and external stakeholders each day via different channels (phone, email, chat).
• Strong emphasis on being organized, adaptable and having great attention to detail. You will face new challenges on a daily basis, and we want to hire someone who has the intellect and drive to work through and adapt to changes.
• Being a team player is key. We are a small but growing team, and we believe in building an environment that fosters a sense of belonging for all of our employees.
• Creative and customer focused. We are looking for someone that considers problems from a customer’s perspective while being pragmatic and solution oriented.
• Passionate and excited about wanting to build an innovative financial services company!