Intern, eWallet Operations & Customer Support

Phillip Securities Pte Ltd; Singapore; On-site; SGD 13,000 - 20,000; Full time

Job summary

Phillip Securities Pte Ltd is seeking an eWallet Operations & Customer Support Intern to gain hands-on experience in supporting the day-to-day operations and customer journeys of our digital payments services. You will collaborate with Customer Experience, Product and external vendor teams to resolve issues, learn the end-to-end process, and identify automation opportunities.

This internship offers exposure to fintech product development, UAT testing, and ongoing improvements to onboarding,

Qualifications

• Students pursuing a Diploma or Degree in Business, Finance, FinTech, Information Systems, Business Analytics or related disciplines.
• Strong interest in FinTech, digital payments and customer experience.
• Good communication and problem-solving skills.
• Comfortable working with data and investigating operational issues.
• Detail-oriented, proactive and willing to learn.

Responsibilities

• Support day-to-day eWallet customer enquiries and operational matters, including account activation, deposits, withdrawals, payments, card-related enquiries and transaction status.
• Assist in investigating failed or unsuccessful transactions, account issues and other customer cases, and coordinate with internal teams and external partners where required.
• Track customer cases and escalations to ensure timely follow-up and resolution.
• Analyse common customer enquiries, complaints and pain points to identify opportunities to improve the eWallet customer journey.
• Assist in developing and maintaining FAQs, standard operating procedures (SOPs), customer communication templates and internal knowledge bases.
• Participate in User Acceptance Testing (UAT) for new eWallet features and enhancements.
• Support the monitoring of eWallet service performance, operational issues and customer feedback.
• Explore the use of AI, automation and digital tools to streamline customer servicing and operational processes.
• Work with cross-functional teams on initiatives to improve service efficiency, customer experience and digital adoption.

Skills

Communication skills

Problem-solving

Detail-oriented

Team collaboration

Education

Diploma or Degree in Business/Finance/FinTech/IS/Analytics

Job description

What You Will Be Working On

Join our team and gain hands-on experience in supporting the operations and customer experience of our eWallet and digital payment services.

As an eWallet Operations & Customer Support Intern, you will work closely with our Customer Experience, Product and external vendor teams to support day-to-day eWallet activities, resolve customer issues and identify opportunities to improve and automate the customer journey.

Key Responsibilities

• Support day-to-day eWallet customer enquiries and operational matters, including account activation, deposits, withdrawals, payments, card-related enquiries and transaction status.
• Assist in investigating failed or unsuccessful transactions, account issues and other customer cases, and coordinate with internal teams and external partners where required.
• Track customer cases and escalations to ensure timely follow-up and resolution.
• Analyse common customer enquiries, complaints and pain points to identify opportunities to improve the eWallet customer journey.
• Assist in developing and maintaining FAQs, standard operating procedures (SOPs), customer communication templates and internal knowledge bases.
• Participate in User Acceptance Testing (UAT) for new eWallet features and enhancements.
• Support the monitoring of eWallet service performance, operational issues and customer feedback.
• Explore the use of AI, automation and digital tools to streamline customer servicing and operational processes.
• Work with cross-functional teams on initiatives to improve service efficiency, customer experience and digital adoption.

What You Will Learn

This internship provides exposure to the rapidly evolving areas of FinTech, digital payments and digital financial services. You will gain practical experience in:

• eWallet and digital payment operations
• Customer experience and service management
• FinTech product development
• UAT and digital product enhancements
• Data and customer journey analysis
• Process improvement and automation
• AI applications in customer servicing
• Working with internal stakeholders and external FinTech partners

Who We Are Looking For

• Students pursuing a Diploma or Degree in Business, Finance, FinTech, Information Systems, Business Analytics or related disciplines.
• Strong interest in FinTech, digital payments and customer experience.
• Good communication and problem-solving skills.
• Comfortable working with data and investigating operational issues.
• Detail-oriented, proactive and willing to learn.
• Able to work effectively with different teams and stakeholders.
• Interest in AI and automation would be an advantage.

Why Join Us?

This is an opportunity to work on a real-world digital financial service and understand what happens behind the scenes of an eWallet from customer onboarding and transactions to operations, servicing and product enhancements.

You will have the opportunity to contribute ideas and work on projects that can directly improve how customers experience and use our digital financial services.

Brought to you by Phillip Securities Pte Ltd (A member of PhillipCapital)

We regret that only shortlisted candidates will be notified.