Onboarding Analyst - Mandarin - Penang

Teleperformance; Subang Jaya; On-site; MYR 45,000 - 65,000; Full time

Job summary

Teleperformance in Malaysia seeks an Onboarding Analyst to onboard new clients, get them ready to use Aspire, and support them during their first weeks as users.

Responsibilities include leading onboarding from signup to first transaction, ensuring a delightful experience, and maintaining compliant AML/KYC records while handling early lifecycle metrics.

Qualifications

• Minimum 2 years in onboarding, customer success, or a similar role.
• Experience in an international SaaS company or startup is preferred.

Responsibilities

• Onboard customers from signup to first transaction, guiding them through account setup and explaining how the platform adds value.
• Create a delightful onboarding experience and ensure each touchpoint is positive for the user.
• Own early-lifecycle engagement metrics: conversion, engagement, and customer NPS.
• Ensure all client records comply with AML and KYC regulatory standards in a timely fashion.
• Review data collection and verification to ensure KYC records are accurate and complete.
• Perform enhanced due diligence on sensitive clients.

Skills

Bilingual Mandarin/English

Job description

Overview

• The Onboarding Analyst will be responsible for onboarding new clients, making them ready to use the platform, and supporting them during their first weeks as a user.

Qualifications

Job Requirements:

• Min 2 years of work experience in onboarding, customer success, or a similar role, preferably in a reputable and international SaaS company or startup.


• Strong communication skills in Mandarin and English - You can communicate very well on the phone and in writing, with internal and external stakeholders.


• Willing to work on rotating shifts (including weekends)

Responsibilities

(May perform other duties as requested that may not be specifically addressed in this document)

Responsibilities and Accountabilities

• Onboard customers from the moment they sign-up until their first transaction. Help them gothrough sign up, account verification, account setup, explain how Aspire works, and pitch how itcan add value to their business.


• Make their onboarding experience delightful and make each touchpoint with Aspire a greatmoment for them


• Own the early-lifecycle engagement metrics for startup customers: conversion, engagement,customer NPS, etc.


• Be responsible for ensuring all client records are compliant with Anti-Money Laundering (AML)and Know Your Client (KYC) regulatory standards in a timely fashion


• Review the collection and verification of data performed to ensure all KYC records are accurateand complete


• Perform enhanced due diligence on sensitive clients