Payment Investigation Specialist (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

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.