Payments Investigation & Process Manager

OCBC Malaysia; Malaysia; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Competitive base salary

Holistic benefits

Community initiatives

Professional development

Wellbeing & growth

Job summary

OCBC Malaysia is hiring a Payment Investigation Officer to provide first point of contact support, respond to queries, and investigate payment messages with high accuracy.

You will monitor SLA adherence, support UAT/projects, and collaborate with internal teams to resolve queries and complaints in a time-sensitive environment. Minimum 2-3 years in banking is required. You will contribute to process improvements and ensure timely resolution of issues to protect service quality and customer trust.

Qualifications

• Minimum 2–3 years of experience in banking or financial services.
• Strong written and spoken communication and coordination skills.
• High attention to detail with ability to manage risk and work under pressure.

Responsibilities

• Provide first point of contact support to ensure all queries from both internal and external clients are responded to in a timely and professional manner.
• Investigate payments messages that have issues within the payment process and ensure all investigations are monitored, followed up and resolved.
• Process and perform verification for investigation cases with high accuracy and with minimal supervision.
• Support the timely and accurate completion of business processes and procedures according to SLA requirements.
• Ensure quick action/resolution in managing internal and external customers’ queries, feedback, and complaints.
• Monitor system availability and escalate promptly to management whenever required and manage situations so that payment service timelines are not impacted.
• Participate in UAT/Projects as and when required.
• Minimum 2-3 years of experience in banking industry or financial institution, preferably with remittance relevant experiences.

Skills

Communication skills

Coordination

Time management

Attention to detail

Risk awareness

Working under pressure

Job description

OCBC Malaysia is hiring a Payment Investigation Officer to provide first point of contact support, respond to queries, and investigate payment messages with high accuracy.

You will monitor SLA adherence, support UAT/projects, and collaborate with internal teams to resolve queries and complaints in a time-sensitive environment. Minimum 2-3 years in banking is required. You will contribute to process improvements and ensure timely resolution of issues to protect service quality and customer trust.