FinTech Customer Support Analyst - Escalations & Fraud

TNG Digital Sdn Bhd; Kulai; Sur place; MYR 42 000 - 60 000; Plein temps

Avantages offerts par ce poste

Medical coverage

Monthly lifestyle allowance via TNG eW

Mobile and broadband reimbursement

Discounts and wellness perks

Résumé du poste

TNG Digital Sdn Bhd is seeking a customer-focused specialist to manage escalated inquiries and safeguard customers’ financial experiences.

You will collaborate with compliance, risk, and technology teams, use CRM tools, and communicate clearly with diverse users to resolve issues and educate users about fintech services and investment processes.

Join a team that values ownership, curiosity, and practical problem solving while supporting migrants and diverse communities in Malaysia.

Qualifications

• Minimum higher secondary education, or Diploma, or 2–3 years in frontline customer service.
• Familiarity with eWallets, mobile apps, or fintech platforms.
• Excellent interpersonal and communication skills, especially with non-native English/Malay speakers.

Responsabilités

• Serve as the primary point of contact for escalated customer inquiries that cannot be resolved at the first level of support.
• Provide prompt and accurate responses to customer concerns related to financial transactions, account management, investment products, technical issues, and compliance.
• Utilize in-depth knowledge of the fintech industry, including regulations, compliance requirements, financial processes, investment products, and technological platforms, to address customer inquiries effectively.
• Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting themselves against fraudulent activities.
• Assist customers in navigating fintech platforms, software applications, and online banking systems, troubleshooting technical issues, and providing guidance on utilizing digital interfaces.
• Educate customers on complex financial processes, technologies, and investment strategies in a clear and understandable manner.
• Provide product or service awareness as well as cross‑selling relevant use case or services in the App to the walk‑in customers.
• Collaborate with cross‑functional teams, including compliance, risk management, and technology, to ensure adherence to regulatory requirements and continuously improve customer support processes.
• Analyze customer data, transactional data, and other relevant information to identify trends, patterns, and insights that can enhance products, services, and customer experiences.
• Update and maintain comprehensive records of customer interactions and inquiries in the CRM system for future reference and tracking purposes.

Connaissances

Customer service

Communication skills

Bilingual English/Malay

Formation

Diploma or equivalent

Outils

CRM software

Description du poste

TNG Digital Sdn Bhd is seeking a customer-focused specialist to manage escalated inquiries and safeguard customers’ financial experiences.

You will collaborate with compliance, risk, and technology teams, use CRM tools, and communicate clearly with diverse users to resolve issues and educate users about fintech services and investment processes.

Join a team that values ownership, curiosity, and practical problem solving while supporting migrants and diverse communities in Malaysia.