Fintech Customer Service Trainer

Monee; Kuala Lumpur; On-site; MYR 67,000 - 112,000; Full time

Job summary

Monee, a leading digital payments provider in Southeast Asia, is seeking a Customer Service Trainer in Kuala Lumpur to shape the learning journey of its customer service teams.

You will design structured training covering customer service processes and fintech products, assess needs, and mentor staff to improve QA, CSAT, and SLA. Collaboration with Compliance, Risk, and Product will embed regulatory guidelines into daily operations.

Qualifications

• 2-5 years of proven experience in customer service training operations in a high-volume, regulated environment.
• Strong facilitation and presentation skills with the ability to engage diverse audiences.
• Excellent communication and interpersonal skills to influence and mentor staff.
• Expertise in designing training programs, materials, and evaluation frameworks.
• Strong analytical mindset with the ability to link training outcomes to performance.
• Leadership capability to drive a culture of continuous learning and service excellence.

Responsibilities

• Design and deliver structured training programs covering customer service processes and fintech products.
• Conduct training needs assessments to identify skill gaps related to compliance, risk, dispute handling, and customer interaction quality.
• Develop and maintain training materials, SOPs, and job aids aligned with AML, KYC, Treat Customers Fairly and internal policies.
• Mentor and coach agents and supervisors to strengthen critical thinking, communication and problem-solving skills.
• Evaluate training effectiveness using QA scores, CSAT, SLA adherence, and error rates; refine content based on outcomes.
• Partner with Compliance, Risk, Product and Ops to align training with new launches, system updates and regulatory changes.
• Coordinate training schedules, activities and resources to meet organizational needs.

Skills

Facilitation skills

Presentation skills

Communication

Interpersonal skills

Analytical mindset

Leadership

Job description

Monee, a leading digital payments provider in Southeast Asia, is seeking a Customer Service Trainer in Kuala Lumpur to shape the learning journey of its customer service teams.

You will design structured training covering customer service processes and fintech products, assess needs, and mentor staff to improve QA, CSAT, and SLA. Collaboration with Compliance, Risk, and Product will embed regulatory guidelines into daily operations.