Senior Associate, ILB Client Experience

About Us

M-DAQ Global is a pioneering fintech group specializing in foreign exchange (FX) and payment solutions that facilitate seamless cross-border transactions for businesses worldwide. Its proprietary technology delivers FX clarity, certainty, and payment mobility through a single API, empowering large enterprises and SMEs to manage global trade and FX exposure with confidence.

Headquartered in Singapore with an expanding presence across ASEAN and 7 countries and territories, M-DAQ Global provides a comprehensive suite of FX, collections, and payment solutions. This includes AI-enabled onboarding, compliance, and enhanced risk management solutions, enabling businesses to transact across borders with ease amidst evolving needs.

Our employee experience and growth have also been recognised through industry and workplace accolades, including:

• The Financial Times High-Growth Companies Asia-Pacific 2026
• The Straits Times Singapore's Fastest Growing Companies 2026
• Tech in Asia Singapore's Top Fintech Companies 2026
• Employee Experience Awards - Best Hybrid Work Model

For more information, please visit: www.m-daq.com.

About the Role

As Senior Associate, ILB Client Experience, you will be responsible for overseeing the technical onboarding and post-sales customer support / success. This includes engaging with the client and coordinating with internal stakeholders on day-to-day transaction usage. As Senior Associate, ILB Client Experience, you will be responsible for overseeing the technical onboarding and post-sales customer support / success. This includes engaging with the client and coordinating with internal stakeholders on day-to-day transaction usage.

This role requires strong customer-centric mentality to deliver a satisfactory experience to clients, and stakeholder management skills to consult with relevant subject-matter experts to collectively identify and deliberate on customer-related requirements.

You will be based in Malaysia reporting to the Head, ILB Client Experience and working under our entity M-DAQ Malaysia.

To learn more about the Payments business, visit https://www.linkedin.com/company/wallex/

Key Responsibilities

• Collaborate with the Sales team to provide support for clients usage of our platform.
• Resolve transaction-related issues pertaining to both payments and collections efficiently.
• Collaborate with the compliance team to collect necessary supporting documentation from clients for underlying transactions.
• Coordinate with the Operations team to facilitate and support the refund process for rejected payments and collections.
• Liaise with the Engineering team to support the technical integration of clients onto the platform.
• Identify, report, and track any system-related issues affecting clients to ensure prompt resolution.
• Manage system static data configurations, including markups, fees, and other relevant parameters.
• Proactively identify and resolve issues impacting the overall client experience.
• Escalate critical client issues or systemic problems to senior management when necessary, ensuring timely and effective resolution.

Job Requirements

• Minimum 3 years of experience in Customer Service within the payments, fintech, banking, or financial services industry.
• Bachelor's degree in Business, Finance, Technology, or a related discipline.
• Strong interest in fintech, payments, and client-facing roles.
• Able to communicate in English and Mandarin (to liaise with Mandarin-speaking clients).
• Detail-oriented with strong organizational and multitasking abilities.
• A team player who is proactive, eager to learn, and comfortable in a fast-paced environment.
• Basic understanding of APIs or technical integrations is an advantage.
• Highly responsible with a strong sense of ownership in assigned tasks

Why Us

• Make a positive impact to the world's economy by creating a World without Currency Borders™
• Team Innovation Mindset, People-Oriented
• Challenging environment, offering great opportunities to learn and grow
• Creative and Innovative Workplace
• We offer competitive remuneration, including employee stock options and employee benefits