TNGD Remittance - Analyst, Remittance Business Support

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 54,000 - 80,000; Full time

Benefits offered by this job

Medical coverage

Extra leave

Monthly lifestyle allowance

Mobile reimbursement

Broadband reimbursement

Job summary

TNG Digital Remittance is hiring for a Remittance Operation Support to ensure accurate end-to-end processing of cross-border transfers. You will handle transactions, verify details, and ensure regulatory compliance to deliver a seamless customer experience.

Ideal candidates have 1–2 years in remittance or financial operations, strong communication skills, and the ability to work in a fast-paced environment with high transaction volumes. Rotational shifts are required.

Qualifications

• Experience in remittance operations and risk controls.
• Familiar with AML/KYC rules and regulatory requirements.
• Strong customer service and stakeholder communication skills.

Responsibilities

• Process remittance transactions from initiation to completion with accuracy.
• Verify customer data and ensure AML/KYC compliance.
• Onboard users, respond to inquiries, and resolve issues across channels.

Skills

Remittance operations

AML/KYC

Customer service

Regulatory compliance

Education

Diploma/degree

Tools

Zendesk

Remittance platform

Job description

At TNG Digital Remittance, we build the technology that moves money across borders, quickly, reliably and securely.

Sending money internationally should feel as simple as making an everyday payment. But for many people, it still isn’t. That’s the challenge we’re solving. We’m making cross-border transfers more accessible, seamless and dependable for the people who rely on them most.

As we continue to grow our global network, we’re building the infrastructure that connects Malaysians to the world, and the world back to Malaysia.

What You’ll Do

As a Remittance Operation Support, you will play a crucial role in ensuring the smooth processing of remittance transactions. You will handle transactions from initiation to completion, while maintaining high standards of accuracy and compliance with regulatory requirements. Your attention to detail and problem-solving skills will contribute to a seamless customer experience

Recommended Candidate Profile for TNGDR Remittance Operations

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.

1. Transaction Processing (Core Operations Work)

You will manage and process money transfer transactions from start to finish.

Handle remittance transactions efficiently, ensuring all steps are completed accurately.

Verify customer information and transaction details to prevent errors and fraud.

Ensure compliance with anti-money laundering (AML) 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.

2. User Onboarding

You’ll play a vital role in registration of new users to the remittance app. This shall involve:

Verify user identities and documents accurately and efficiently to maintain compliance and security.

Address user inquiries and concerns promptly, ensuring they feel confident in using the platform.

Gather user feedback during the onboarding process to identify areas for improvement.

3. Customer Support

You’ll be the first line of contact for customers seeking assistance with the remittance service.

This includes:

Expertly manage and respond to customer and remittance partner inquiries across all channels, including Zendesk tickets, inbound calls, and live chat, maintaining a high standard for response time and resolution effectiveness.

Diagnose, troubleshoot, and resolve technical issues related to the remittance platform (e.g., failed transfers, login issues, app glitches), patiently guiding users step-by-step through complex solutions.

Provide crystal-clear and compliant information regarding service usage, transaction processes, fee structures, foreign exchange rates, and relevant regulatory requirements.

Cultivate a positive and professional customer experience by approaching every interaction with empathy, active listening, and a commitment to first-contact resolution, turning potential frustrations into positive loyalty moments.

Role Requirements:

Possess a foundational diploma, degree, or professional qualification, demonstrating a solid understanding of financial principles.

1-2 years of relevant experience within Remittance or Financial Operations is preferred. Motivated fresh graduates with relevant internship experience are strongly encouraged to apply.

Strong knowledge and proven ability to apply relevant statutory requirements, AML/KYC guidelines, and financial regulatory rules governing remittance services.

Exceptional verbal and written communication skills are essential for effective interaction with a diverse group of stakeholders, including:

Internal Teams: Effectively relay technical issues and regulatory changes to IT, Compliance, and Management.

External Partners: Maintain clear, professional correspondence with financial institutions and remittance partners.

Customers: Translate complex policies and issues into simple, reassuring language.

Proven ability to build positive working relationships and navigate discussions with tact and professionalism across all organizational levels.

Demonstrated capability to prioritize workload, manage deadlines, and work autonomously to achieve operational efficiency.

Willingness and ability to work on a rotational shift basis (maximum 5-day work week), including weekends and public holidays to support business operations.

Competence in Microsoft applications and the ability to quickly adapt to new internal remittance systems.

What you get:

Work your way

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• How many years’ experience do you have as a Remittance Officer?

Touch 'n Go has been a part of Malaysia's mobility journey for over two decades. With 25 million active cards, 1.2 million active TNG RFID users, and 13 million unique customers, Touch 'n Go continues to champion Malaysia's mobility ecosystem through tolling, parking and transit powered by innovative technology.

Touch 'n Go Sdn Bhd (TNGSB) was incorporated in October 1996 wherein it launched its services in March 1997 at the Metramac Highway and PLUS Expressways. It provides a mode of payment via a prepaid e-payment card called the Touch 'n Go card.

The Touch 'n Go card provides users with a means to perform cashless low value transactions which is simple and convenient. It totally discards the need to carry and search for loose change when making payments.

TNGSB holds the intellectual property rights to the Touch 'n Go system, which is locally developed according to Mifare standard, the industry standard for contactless smartcards. This enables the company to improve the system independently with required modifications, enhancements and upgrades.

Touch 'n Go is now the one and only Electronic Toll Collection (ETC) operator for all highways in Peninsular Malaysia. It is also being accepted as the Common Ticketing System (CTS) for major public transports in Klang Valley. In addition, Touch 'n Go has diversified into parking, theme parks and selected retail outlets. In view of this expansion and understanding the needs for customer to easily reload their card, reload can be performed at TNG hubs, Customer Service Centre at major highways, banks' ATMs & CDMs, selected petrol stations, 'Kaunter Khidmat Pelanggan Touch 'n Go' at selected PETRONAS stations, and Automated Reload Kiosks at LRT stations.

Touch 'n Go Sdn Bhd is a wholly owned subsidiary of CIMB Group Holdings Berhad.