Remittance Operations Specialist

TNG Digital; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Benefits offered by this job

Medical coverage

Extra leave for family

Monthly lifestyle allowance via TNG eW

Long-term rewards

Mobile and broadband reimbursement

Job summary

TNG Digital Remittance in Malaysia is hiring a Remittance Operation Support to ensure smooth processing of cross-border transfers from initiation to completion, with strict attention to accuracy and regulatory compliance.

You will handle onboarding, customer inquiries across Zendesk and channels, and collaborate with IT, Compliance, and management to improve operational efficiency and customer experience. Weekend/holiday shifts may be required; ownership and initiative are valued.

Qualifications

• Minimum 2 years of hands-on experience in the remittance industry.
• Strong understanding of remittance operations, compliance requirements, transaction monitoring, and customer servicing.
• Demonstrates critical thinking and sound judgment when handling operational issues, exceptions, and customer escalations.
• Proactive and self-driven, with the ability to identify improvement opportunities and take initiative without constant supervision.
• Strong problem-solving skills, capable of analyzing operational trends and implementing effective solutions.
• Comfortable working in a fast-paced environment with high transaction volumes and tight service level requirements.
• Possesses a continuous improvement mindset and actively contributes ideas to enhance operational efficiency and customer experience.
• Excellent stakeholder management and communication skills, able to collaborate effectively across teams.

Responsibilities

• You will manage and process remittance transactions from start to finish.
• Verify customer information and transaction details to prevent errors and fraud.
• Ensure compliance with AML/KYC regulations and other relevant laws.
• Conduct necessary checks to mitigate risks associated with remittance transactions.
• Identify and resolve discrepancies in transaction processing.
• Collaborate with other teams to address issues and enhance operational efficiency.
• You’ll play a vital role in registration of new users to the remittance app.
• Address user inquiries and concerns promptly, ensuring they feel confident in using the platform.
• Gather user feedback during onboarding to identify areas for improvement.
• You’ll be the first line of contact for customers seeking assistance with the remittance service.
• Diagnose, troubleshoot, and resolve technical issues related to the remittance platform, guiding users step-by-step.
• Provide clear and compliant information regarding service usage, transaction processes, fees, FX rates, and regulations.
• Cultivate a positive customer experience with empathy, active listening, and first-contact resolution.

Skills

Remittance

AML/KYC

Customer service

Stakeholder management

Problem solving

Attention to detail

Fast-paced environment

Continuous improvement

Communication

Team collaboration

Education

Diploma / degree / qualification

Tools

Zendesk

Remittance platforms

Job description

TNG Digital Remittance in Malaysia is hiring a Remittance Operation Support to ensure smooth processing of cross-border transfers from initiation to completion, with strict attention to accuracy and regulatory compliance.

You will handle onboarding, customer inquiries across Zendesk and channels, and collaborate with IT, Compliance, and management to improve operational efficiency and customer experience. Weekend/holiday shifts may be required; ownership and initiative are valued.