At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia's most used apps for payments and everyday life.
Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler.
Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.
Role Overview:
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
What You'll Do:
Transaction Processing:
You'll be responsible for handling remittance transactions end-to-end flow. This includes tasks among others:
- 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.
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.
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
Your wellbeing matters
- Medical coverage, with option to include dependants
- Extra leave for family and caregiving needs
Rewards that grow with you
- Monthly lifestyle allowance via TNG eWallet
- Long-term rewards for your contributions
Everyday support
- Mobile and broadband reimbursement
- Discounts and wellness perks
What it's like to work here
We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.
You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.
Note: Only shortlisted candidates will be contacted.
