Senior Associate, Customer Support

TNG Digital Sdn Bhd; Kuala Lumpur; Vor Ort; MYR 47.000 - 69.000; Vollzeit

Zusammenfassung

TNG Digital Sdn Bhd in Kuala Lumpur invites applications for a Senior Associate, Customer Support. The role focuses on resolving escalated inquiries across financial transactions, accounts, and fintech platforms, with emphasis on fraud prevention and customer education.

You will assist walk-in customers with onboarding, provide clear product guidance, and collaborate with compliance, risk, and tech teams to ensure regulatory adherence.

Qualifikationen

• Escalated inquiries handling and resolution.
• Familiarity with fintech regulations and compliance.
• Fraud detection and prevention expertise.
• Assisting walk-in customers with onboarding and app usage.
• Ability to cross-sell TNG Digital products (eWallet, Visa card, remittance).

Aufgaben

• Serve as the primary contact for escalated customer inquiries.
• Provide prompt, accurate responses on transactions, accounts, and fintech platforms.
• Demonstrate fraud detection and prevention for suspicious activity.
• Assist customers with onboarding and navigating digital interfaces.
• Educate customers on complex fintech processes and investment options.
• Collaborate with compliance, risk, and technology teams to improve processes.
• Record interactions and inquiries in the CRM for future reference.

Kenntnisse

Customer support

AML/KYC

Fraud prevention

Fintech knowledge

Cross-cultural communication

Ausbildung

Diploma or higher secondary

2–3 years frontline CS

Tools

CRM systems

Jobbeschreibung

# Senior Associate, *Customer Support*Kuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* Serve as the primary point of contact for escalated customer inquiries that cannot be resolved at the first level of support.* Provide prompt and accurate responses to customer concerns related to financial transactions, account management, investment products, technical issues, and compliance.* Utilize in-depth knowledge of the fintech industry, including regulations, compliance requirements, financial processes, investment products, and technological platforms, to address customer inquiries effectively.* Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting themselves against fraudulent activities.* Assist customers in navigating fintech platforms, software applications, and online banking systems, troubleshooting technical issues, and providing guidance on utilizing digital interfaces.* Educate customers on complex financial processes, technologies, and investment strategies in a clear and understandable manner.* Proactively cross-sell and promote relevant TNG Digital products and services (e.g. eWallet features, Visa card, remittance), tailored to the needs of walk-in customers.* Collaborate with cross-functional teams, including compliance, risk management, and technology, to ensure adherence to regulatory requirements and continuously improve customer support processes.* Analyze customer data, transactional data, and other relevant information to identify trends, patterns, and insights that can enhance products, services, and customer experiences.* Update and maintain comprehensive records of customer interactions and inquiries in the CRM system for future reference and tracking purposes.#### Requirements* Minimum higher secondary education, or Diploma, or 2–3 years in frontline customer service(experience in walk-in centres or supporting migrant users is a plus).* Familiarity with eWallets, mobile apps, or fintech platforms.* Proficient in using tablets/smartphones for customer onboarding and support.* Strong understanding of financial services, including remittance processes.* Knowledge of AML, KYC, data privacy, and fraud prevention protocols.* Experience with regulatory compliance and financial risk management is an advantage.* Excellent interpersonal and communication skills, especially with non-native English/Malay speakers.* Patient, empathetic, and solutions-oriented with a customer-first mindset.