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.
Job 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.
- Provide product or service awareness as well as cross-selling relevant use case or services in the App to the 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.
Job Requirements
- Minimum higher secondary education, or Diploma, or 23 years in frontline customer service (experience in walk-in centres, able to speak other foreign languages such as Nepali, Bangladeshi, Hindi, Burmese etc and 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.
- Strong attention to detail and the ability to prioritize and manage multiple tasks effectively.
- Able to work independently and escalate issues appropriately.
- Team-oriented and able to collaborate across departments.
Our Perks and Benefits:
- Flexi clock-in hours.
- Monthly eWallet allowance.
- Additional 1% employer EPF contribution from your 1st to 3rd year of service, with further increases based on your continued years of service.
- Unlimited office pantry fruits, snacks and drinks.
- Mobile and broadband subscription reimbursement.
- Flexibility to opt dependants 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: [Confidential Information]
Note: Only shortlisted candidates will be contacted.
