BackSenior Associate, Customer Support
Kuala Lumpur, Malaysia
Permanent
Duties & Responsibilities
- Serve as the primary point of contact for escalated customer inquiries that cannot be resolved at the first level of support.
- Provide prompt and accurate responses to customer concerns related to financial transactions, account management, investment products, technical issues, and compliance.
- Utilize in-depth knowledge of the fintech industry, including regulations, compliance requirements, financial processes, investment products, and technological platforms, to address customer inquiries effectively.
- Demonstrate expertise in fraud detection and prevention to identify and analyze suspicious transactions and guide customers in protecting themselves against fraudulent activities.
- Assist customers in navigating fintech platforms, software applications, and online banking systems, troubleshooting technical issues, and providing guidance on utilizing digital interfaces.
- Educate customers on complex financial processes, technologies, and investment strategies in a clear and understandable manner.
- Proactively cross-sell and promote relevant TNG Digital products and services (e.g. eWallet features, Visa card, remittance), tailored to the needs of walk-in customers.
- Collaborate with cross-functional teams, including compliance, risk management, and technology, to ensure adherence to regulatory requirements and continuously improve customer support processes.
- Analyze customer data, transactional data, and other relevant information to identify trends, patterns, and insights that can enhance products, services, and customer experiences.
- Update and maintain comprehensive records of customer interactions and inquiries in the CRM system for future reference and tracking purposes.
Requirements
- Minimum higher secondary education, or Diploma, or 2–3 years in frontline customer service(experience in walk-in centres or supporting migrant users is a plus).
- Familiarity with eWallets, mobile apps, or fintech platforms.
- Proficient in using tablets/smartphones for customer onboarding and support.
- Strong understanding of financial services, including remittance processes.
- Knowledge of AML, KYC, data privacy, and fraud prevention protocols.
- Experience with regulatory compliance and financial risk management is an advantage.
- Excellent interpersonal and communication skills, especially with non-native English/Malay speakers.
- Patient, empathetic, and solutions-oriented with a customer-first mindset.
