Senior Payment Support Executive

Doo Consulting Limited; Petaling Jaya; On-site; MYR 40,000 - 70,000; Full time

Job summary

Doo Consulting Limited is seeking a Payment Operations professional to manage processing, settlement flows, and compliance across functions in Malaysia. You will monitor PSP performance, resolve payment issues, and ensure KYC/AML and data protection standards while supporting two leveling paths: Executive and Senior Executive, based on experience.

Responsibilities include processing deposits/withdrawals, troubleshooting issues, reconciling transactions, handling inquiries, and reporting on

Qualifications

• Diploma or above in Finance, Business, IT, or related field.
• Experience in payment processing, fintech, or crypto operations.
• Exposure to PSPs, withdrawals, P2P/C2C, or reconciliation preferred.
• Knowledge of KYC/AML and fraud prevention is a plus.
• Strong analytical and reconciliation mindset.
• Experience with PSP dashboards, back-office or ticketing tools.
• Exposure to automation, workflow triggers, UAT, or reporting initiatives.
• Both English and Chinese skill.

Responsibilities

• Process, verify, and monitor deposit and withdrawal requests with accuracy.
• Troubleshoot pending or failed deposits and coordinate resolution.
• Track and reconcile transactions to resolve mismatches.
• Handle client payment inquiries with clear guidance and ownership.
• Monitor settlement flows to ensure smooth completion.
• Review supporting evidence and escalate suspicious cases promptly.
• Monitor PSP performance metrics and timelines.
• Coordinate escalations with PSPs and internal stakeholders.
• Monitor transactions for fraud indicators and compliance risks.
• Produce reports on payment trends, bottlenecks, and failure patterns.

Skills

Analytical mindset

Reconciliation

Attention to detail

Fraud awareness

Communication English/Chinese

Education

Diploma or above in Finance/Business/IT

Tools

PSP dashboards

Back-office tools

Ticketing systems

Job description

This role involves managing payment operations, settlement flows, and compliance across multiple functions. You will process and verify transactions, troubleshoot payment issues, monitor PSP performance, and ensure adherence to KYC/AML and data protection standards. The role offers two leveling paths: Payment Support Executive (1–2+ years) for independent daily operations, or Payment Support Senior Executive (3–5+ years) for complex cases, PSP escalations, and team mentorship.

Key responsibilities

Process and verify deposit and withdrawal requests with strong accuracy and turnaround discipline

Troubleshoot pending or failed deposits and coordinate resolution with relevant teams

Track and reconcile transactions (deposits, withdrawals, transfers) to resolve mismatches and discrepancies

Handle client payment enquiries (delays, disputes, required documents) with clear guidance and case ownership

Monitor P2P/C2C settlement flows to ensure smooth and secure completion

Review supporting evidence where required and escalates suspicious cases promptly

Monitor PSP performance (pending rate, success rate, settlement timelines)

Coordinate escalations and incident resolution with PSPs and internal stakeholders

Monitor transactions for fraud indicators and compliance risks

Produce reports on payment trends, bottlenecks, and failure patterns

About you

Diploma or above in Finance, Business, IT, or related field

Experience in payment processing, fintech, or crypto operations

Exposure to PSPs, withdrawals, P2P/C2C, or reconciliation preferred

Knowledge of KYC/AML and fraud prevention is a plus

Strong analytical and reconciliation mindset

Experience with PSP dashboards, back-office or ticketing tools

Exposure to automation, workflow triggers, UAT, or reporting initiatives

Both English and Chinese skill