Customer Service jobs in Malaysia

FWD Group (1828.HK) is a pan‑Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer‑led and tech‑enabled approach aims to deliver innovative propositions, easy‑to‑understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest‑growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

FWD Technology and Innovation Malaysia Sdn. Bhd., known as FWD TIM, was established in late 2019. Strategically located in Kuala Lumpur, FWD TIM serves as a pivotal shared service location within FWD Group, providing services to multiple markets across the Group. FWD TIM houses a diverse and talented workforce focused on essential business and technology services such as information security, cloud operations, IT solutions delivery, digital and data, actuarial, finance, investments, and customer service, among many others. FWD TIM is dedicated to driving and delivering operational excellence and efficiency, fostering innovation and ensuring regulatory compliance across all business functions as well as maintaining a competitive edge in the market.

• Responsible for providing day‑to‑day trade and Clearwater operations support to Local BUs.
• Execute the trade lifecycle from front to back — including trade instructions, trade matching, trade settlement, corporate actions, cash & position management, collateral management, and reconciliation.

• Perform investment portfolio reconciliations among custodian, fund manager and Bloomberg.
• Perform reconciliations, including position, cash and suspense in Clearwater.
• Assist in ensuring timely and accurate daily investment transactions & security pricing into Clearwater.
• Escalate breaks if required and liaise with custodians to ensure all investment transactions record receive on time.
• Perform day‑to‑day trade settlement, pre & post trade support activities for BUs.
• Provide trade support to the investment front office in BU when necessary.
• Resolve problems through detailed analysis and recommendations to management.
• Execute the cash and currency operations for clients ensuring timely execution of funding activities.
• Ensure procedures and controls are followed and the integrity of the data processing environment is maintained for alternative asset transaction entry.
• Process derivative trade confirmations by verifying the trade details based on record from front office, seeking for authorised signature and liaising with counterparty to complete trade confirmation.
• Process calculation, issuance, agreement, and settlement of collaterals for margin calls from and to counterparties.
• Assist collateral management processes, including monitoring and reconciling cash balances in custody accounts, monthly interest accruals and settlements.
• Support in projects and integration of new asset managers.
• Perform User Acceptance Testing (UAT), where required.
• Liaise with internal or external parties to ensure all investment transactions are recorded on time.
• Ad‑hoc duties as assigned.

• Number of trade failures.
• Adherence to SLA for portfolio reconciliations.
• Client reconciliations have no unknown breaks.
• Able to identify abnormalities and flag to senior colleagues.

Internal:

• Group Investment Operations Team.
• Group Investment Team.
• ICOE Group Investment Accounting Team.
• Local BU.

External:

• Asset Managers.
• Bloomberg.
• Custodians.
• Brokers.
• Collateral manager.
• Counterparties.

• Actively participate in meetings, able to suggest and provide solutions on issues and new tasks.

• University degree in Accounting/Business/Finance or related fields.
• 2-4 years of experience working in middle office operations, collateral support, trade processing, reconciliations.

Business Knowledge

• General knowledge of financial products (equities, fixed income, collateral) is required.
• Knowledge of Private Equity and Alternative Credit products is an asset.
• Knowledge of trade life‑cycle is an asset.

Technical Skills

• Knowledge of Bloomberg AIM or other trade order systems is an advantage.
• Investment Accounting Systems (Clearwater) is an asset.

• High personal levels of motivation and delivery orientated focus.
• Clarity in communication and being an active listener.
• Being empathic with a desire to help others.

• Able to work independently or as part of a team.
• Excellent interpersonal skills.
• Good command of both spoken and written English.
• Being flexible and adaptable for change.
• Learning from mistakes and desire to improve.