Payment Investigation Processor-AM

OCBC company; Kuala Lumpur; On-site; MYR 80,000 - 100,000; Full time

Benefits offered by this job

Competitive base salary

Flexible benefits

Professional development opportunities

Job summary

A leading financial services provider in Kuala Lumpur is seeking a Payment Investigation Processor to manage complex payment issues and collaborate with multiple stakeholders. You will lead investigations, ensure compliance, and handle customer queries. The ideal candidate has a Bachelor's degree and 2-3 years of experience in payment processing. This role offers a competitive salary and a range of benefits, along with opportunities for personal growth and development.

Qualifications

• Minimum 2-3 years of experience in payment processing or remittance operations.
• Strong understanding of transaction flows and regulatory requirements.
• Proven experience in driving process improvements.

Responsibilities

• Serve as a key liaison for complex queries and stakeholder management.
• Lead investigations on payment issues and ensure timely resolution.
• Handle escalated customer complaints and provide resolutions.

Skills

Stakeholder management

Analytical skills

Payment systems knowledge

Problem-solving

Communication

Education

Bachelor’s degree in Banking & Finance or related field

Tools

Payment investigation systems

MS Office applications

Job description

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This exclusion clause shall take effect to the fullest extent permitted by law.You further consent to Oversea-Chinese Banking Corporation Limited, its related corporations (collectively, the "OCBC Group"), and their respective business partners and agents (collectively, the “OCBC Representatives”) collecting, using and disclosing your personal data for purposes reasonably required by the OCBC Group and the OCBC Representatives to enable them to process your employment application and assess your suitability for the position which you are applying for. Such purposes are set out in a Data Protection Policy, which is accessible at www.ocbc.com/policies or available on request and which you confirm you have read and understood.Payment Investigation Processor-AM page is loaded## Payment Investigation Processor-AMremote type: Onsitelocations: OCBC Malaysia, Menara GE2time type: Full timeposted on: Posted Todayjob requisition id: JR00005014# **WHO WE ARE:** Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career.Your Opportunity Starts Here.# **Key Responsibilities****Stakeholder Management & Collaboration:*** Serve as a key liaison between internal departments and external clients for complex queries.* Coordinate and collaborate with multiple stakeholders to ensure smooth investigation progress.* Provide regular updates and manage expectations.**Investigation & Issue Resolution*** Lead thorough investigations on complex payment issues including OFAC-related scenarios.* Monitor and ensure all cases are resolved efficiently and within timelines.* Identify root causes and recommend corrective actions.**Accuracy & Verification:*** Review and verify investigation outcomes to ensure accuracy and compliance.* Supervise junior staff to maintain data integrity and documentation standards.**Service Level Compliance:*** Oversee adherence to SLA requirements across the team.* Identify bottlenecks and implement corrective measures to meet or exceed SLA targets.* Analyse performance metrics and implement improvements.**Customer Query & Complaint Handling:*** Handle escalated customer complaints and provide clear resolutions.* Maintain ownership of complex cases until resolution.* Ensure quality assurance in customer communications.**System Monitoring & Escalation:*** Monitor system availability and performance proactively.* Escalate critical issues to senior management and coordinate resolution efforts.* Develop contingency plans to minimize service disruption.**Project & UAT Participation:*** Participate actively in UAT for system enhancements and process changes.* Provide feedback and lead implementation of new initiatives.* Facilitate training sessions for team members during project rollouts.# **Qualifications*** Bachelor’s degree in Banking & finance, Business Administration, or a related field.* Minimum 2-3 years of experience in payment processing, remittance operations, preferably with remittance relevant experiences.* Strong understanding of payment systems, transaction flows, and regulatory requirements.* Proven experience managing SLAs and driving process improvements.* Excellent analytical, problem-solving, and decision-making skills.* Proficient in payment investigation systems and MS Office applications.* Strong communication and interpersonal skills, with the ability to manage multiple stakeholders.# # **What we offer:**Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.