TNGD Remittance - Analyst, Remittance Business Support

TNG Digital

Kuala Lumpur

On-site

MYR 40,000 - 60,000

Full time

4 days ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

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

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’re 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.

Processing money transfer (remittance) transactions, supporting customers, and ensuring compliance and accuracy

not be doing marketing or sales activities

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