Payment Investigation Analyst

Job Title: Junior Payment Investigation Analyst (Closed)

Location: Kuala Lumpur

Department: Payment Operations Customer Service & Investigation Team (CSI)

Experience Level: Junior (13 years)

Job Description

We are looking for a Junior Payment Investigation Analyst to join our Payment Operations team. This role focuses on supporting payment investigations, handling client queries, and ensuring timely and accurate resolution of payment-related issues.

Key Responsibilities

• Act as the first point of contact for payment-related queries via email and SWIFT
• Investigate and resolve payment discrepancies and transaction issues
• Perform verification and documentation of investigation cases
• Ensure cases are handled within SLA timelines and operational guidelines
• Manage customer queries, feedback, and complaints professionally
• Monitor system availability and escalate issues when required
• Support UAT and participate in projects when assigned

Requirements

• 13 years of experience in banking or financial services (remittance experience is an advantage)
• Basic understanding of payment operations and investigation processes
• Strong attention to detail and good follow-up skills
• Ability to work under pressure in a fast-paced environment
• Good time management and prioritization skills
• Strong communication and coordination abilities

Education

• Bachelor's degree in Banking, Business Administration, Accounting, Finance, or a related field

Additional Information

• Junior-level position suitable for candidates with early-career experience
• Exposure to payment investigations and operational processes