Associate, Customer Support (Tier 2 Escalation) | TNG Digital

We fuel the ideas and ambitions of our people with an environment built on Our DNA of Love, Entrepreneurship, Agility, and Passion – LEAP

We are a culture that empowers everyone to innovate and create solutions that will leave a positive impact on our communities and our nation, Touch ‘n Go will always be here to inspire our talents to grow as leaders and innovators giving you the power to make a difference.

Key Accountability:

The incumbent is responsible for handling complex customer inquiries and providing expert-level assistance on a range of financial products, services, and technical issues. SEAL’s primary goal will be to resolve customer concerns efficiently, ensure regulatory compliance, and deliver an exceptional customer experience.

Job Responsibilities:

• Serve as the primary point of contact for escalated customer inquiries that could not 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 your 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.
• 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.

Job Requirements:

• Minimum SPM with minimum 2 years of experience in 2nd level Escalations team (T2) or fresh graduate with Diploma in finance, Business Administration, or a related field.
• Proven experience working in the fintech/ecommerce/bank industry, with deep knowledge of financial products, services, and regulations.
• Preferably strong understanding of compliance requirements, data security, privacy, anti-money laundering (AML), and Know Your Customer (KYC) processes.
• Expertise in fraud detection and prevention strategies within the fintech/ecommerce/bank industry.
• Excellent technical skills, with proficiency in using fintech platforms, software applications, and online banking systems.
• Analytical mindset and data analysis skills to interpret and derive insights from customer data and transactional information.
• Outstanding communication skills, both verbal and written, with the ability to simplify complex financial processes and concepts for customer education purposes.
• Exceptional problem-solving skills and demonstrate an advanced critical thinking ability to handle complex customer inquiries with professionalism and poise.
• Strong attention to detail and the ability to prioritize and manage multiple tasks effectively.
• Team-oriented mindset with the ability to collaborate effectively with cross-functional teams.
• Customer-centric mindset and a commitment to delivering an exceptional customer experience.

Our Perks & Benefits:

• eWallet allowance.
• Unlimited office pantry fruits, snacks and drinks.
• Mobile and broadband subscription reimbursement.
• Flexibility to opt dependents coverage (spouse, child, parents or parents-in-law) for outpatient medical benefits.
• Additional leave including family leave and paid care leave to care for family members.
• Medical coverage including dental, optometrist, mental care, maternity, registered Traditional Chinese Medicine (“TCM”) and Chiropractic.
• Corporate membership discount and many more to explore.

We believe that you have what it takes to fit into the Touch ‘n Go family and help revolutionize the Fintech industry by paving the way to a cashless society. If you're ready to take the next step, apply now!

Touch ‘n Go is an organization that strives to provide Equal Opportunity Employment, based on merit, qualifications, capabilities, and calibre. It is Touch ‘n Go’s policy to not discriminate based on age, race, religion, colour or other personal status, identity or characteristics. Fair Opportunity is Our Value and Practice. Please advise us of any accommodations you may need by e-mailing: mycareer@tngdigital.com.my

Note: Only shortlisted candidates will be contacted.