Operations Support

Straits Financial Group; Kuala Lumpur; On-site; MYR 39,000 - 67,000; Full time

Benefits offered by this job

Monthly transport allowance

Job summary

Straits Financial Services is seeking a meticulous customer service specialist to support transaction processing, onboarding, and data updates for a BPO partner in Kuala Lumpur. The role involves collaborating with Compliance, Product and Tech to resolve operational issues and improve workflows.

You will perform AML checks, review customer profiles for accuracy, maintain records in CRM and internal systems, and support daily operations.

Qualifications

• High school diploma required; a Bachelor's degree in Business, Communications, or related field is a plus.
• Prior experience in customer service, call centres, or a related field is preferred.
• Proficiency in spoken and written English and Chinese is required.
• Immediate availability is preferred.

Responsibilities

• Support transaction processing, exception handling, and issue resolution from an operational standpoint.
• Work with Compliance, Product, and Tech to resolve issues and improve workflows.
• Execute end-to-end customer onboarding, maintenance, and data updates in internal systems.
• Perform name screening, due diligence checks, and AML/regulatory reviews.
• Review customer profiles and transaction data for accuracy and policy adherence.
• Maintain records across CRM and operational systems; perform data validation and reconciliation.
• Identify process gaps and recommend improvements to increase efficiency and control.
• Support daily operations and handle ad-hoc tasks as assigned.
• Ensure activities comply with internal policies, SOPs and regulatory standards.
• Perform RDC Report Review.

Skills

English

Chinese

Customer service

Education

Bachelor's degree in Business/Communications

Tools

CRM software

Job description

Important: This position is for our BPO / outsourcing partner

Straits Financial Services is hiring on behalf of our BPO / outsourcing partner for this position.

Please note that the successful candidate will be employed by and interviewed by the BPO company.

Shift Requirement (Strictly non-negotiable): This role requires night shift and/or rotational shifts, depending on operational requirements. A monthly transport allowance will be provided.

Key Responsibilities

• Support transaction processing, exception handling, and issue resolution from an operational standpoint.
• Work closely with internal stakeholders (e.g. Compliance, Product, Tech) to resolve operational issues and improve workflows.
• Execute end-to-end customer account onboarding, maintenance, and data updates in internal systems.
• Perform name screening, due diligence checks, and other compliance-related reviews in line with AML and regulatory requirements.
• Review customer profiles and transaction data to ensure accuracy, completeness, and adherence to internal policies.
• Maintain accurate and up-to-date records across CRM and operational systems.
• Perform regular data validation and reconciliation to ensure system integrity.
• Identify process gaps and recommend improvements to enhance efficiency, accuracy, and control.
• Support daily operational activities and handle ad-hoc tasks as assigned.
• Ensure all activities are carried out in compliance with internal policies, SOPs, and regulatory standards.
• Perform RDC Report Review.

Requirements

• High school diploma or equivalent required; a Bachelor’s degree in Business, Communications, or a related field is a plus.
• Prior experience in customer service, call centres, or a related field is preferred.
• Proficiency in spoken and written English and Chinese is required to communicate effectively with Chinese-speaking clients and stakeholders.
• Immediate availability is preferred.
• Good communication and interpersonal skills, with the ability to build positive relationships with customers.
• Strong problem-solving skills and the ability to handle customer concerns effectively.
• Willingness to work night and/or rotational shifts, including day and swing shifts, as required.
• Familiarity with CRM software or customer service tools is a plus.
• Customer-oriented mindset with a genuine interest in helping others.
• Proactive and adaptable, with the ability to work independently and as part of a team in a fast-paced environment.
• Ability to handle multiple tasks and prioritise effectively.
• Team player with good collaboration skills.