Fraud Careline Specialist - Investigations & Customer Care

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 52,000 - 90,000; Full time

Benefits offered by this job

Medical coverage

Family leave extension

Lifestyle allowance

Long-term rewards

Phone + broadband reimbursement

Job summary

TNG Digital Sdn Bhd is seeking a detail-oriented fraud operations professional to join our 24/7 Careline team in Kuala Lumpur. You will resolve complex customer inquiries across financial products and services, with a focus on fraud detection and prevention.

We expect hands-on investigators who can document outcomes clearly, collaborate with process improvement and maintain high CSAT while adhering to SOPs and SLAs.

Qualifications

• Diploma/Advanced/Graduate Diploma or Degree in any field or equivalent.
• Minimum 1 year of customer service experience; fresh graduates are welcome.
• Ability to work in 24/7 Fraud Careline operations.
• Mandarin/Chinese language skills are a plus.
• Strong investigative and problem-solving abilities.

Responsibilities

• Respond to customer inquiries via calls, emails and chats on fraud.
• Support fraud incident escalation from NSRC.
• Evaluate fraud cases and document chronology and outcomes.
• Identify suspicious transactions and guide customers on protection.
• Document investigations to maintain high CSAT.
• Suggest process improvements based on VoC.
• Comply with SOPs and SLAs to maintain service standards.
• Collaborate with manager to identify inefficiencies and propose enhancements.
• Maintain professional and polite demeanor.
• Carry out ad-hoc tasks as instructed.

Skills

Zendesk experience

Customer service

Data analysis

Multi-tasking

Problem solving

Critical thinking

Communication skills

Education

Diploma or Degree

Tools

Zendesk

Job description

TNG Digital Sdn Bhd is seeking a detail-oriented fraud operations professional to join our 24/7 Careline team in Kuala Lumpur. You will resolve complex customer inquiries across financial products and services, with a focus on fraud detection and prevention.

We expect hands-on investigators who can document outcomes clearly, collaborate with process improvement and maintain high CSAT while adhering to SOPs and SLAs.