Payment Investigation Processor-AM

OCBC Group; Kuala Lumpur; On-site; MYR 45,000 - 85,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits package

Community initiatives

Learning & development opportunities

Wellbeing & growth support

Job summary

OCBC Group in Kuala Lumpur is seeking a payments investigations specialist to manage complex queries, conduct root-cause analyses, and ensure timely, accurate resolutions in line with regulatory requirements.

You will collaborate with multiple internal teams, supervise junior staff, monitor SLAs, participate in UAT, and drive process improvements to deliver dependable service to customers. This role offers opportunities for professional development within a supportive, values-driven environment.

Qualifications

• Bachelor's degree in Banking & finance, Business Administration, or a related field.
• 2-3 years of experience in payment processing or remittance operations.
• 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 ability to manage multiple stakeholders.
• Ability to work under pressure and manage multiple priorities.

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.

Skills

Stakeholder management

Analytical skills

Regulatory understanding

Communication

MS Office

Payment systems

Vendor coordination

Education

Bachelor's degree in Banking & finance, Business Administration, or related field

Tools

MS Office

Payment investigation systems

Job description

WHO WE ARE:

As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. 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.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Time management and ability to prioritize effectively based on the risk/time criticality of the tasks required.

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.

Let’s build the bank we need for the future we want. Find the best version of yourself in a friendly, supportive team. 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.

As the longest established Singapore bank, formed in 1932 from the merger of three local banks, we have grown from strength to strength to become a regional financial services group. With a deep history in Asia, we offer the most comprehensive coverage across ASEAN and Greater China, complemented with a presence in the leading economies of New York, London and Sydney. We are the second largest financial services group in Southeast Asia by assets with one of the world’s highest credit rating (Aa1 by Moody’s and AA- by both Fitch and S&P). We offer private banking services through our wholly-owned subsidiary, Bank of Singapore, which operates on a unique open-architecture product platform to source for the best-in-class products to meet its clients’ goals. Our insurance subsidiary, Great Eastern Holdings, is the oldest and most established life insurance group in Singapore and Malaysia.