Key Responsibilities:
1. Administrative & Clerical Support to Client-Facing Teams:

• Provide efficient and timely assistance to our client-facing teams, including Sales, Relationship Management, and Merchant Services, by handling a range of administrative tasks such as preparing documentation.

• Process and manage incoming correspondence, emails, and phone calls, ensuring effective communication channels between internal teams and external stakeholders.

2. Internal Enquiries & Complaints Management:

• Act as the first point of contact for internal teams, addressing their queries, concerns, and complaints related to client transactions, processes, or systems.

• Escalate complex issues to appropriate departments or senior management when necessary, while maintaining clear and concise records of all interactions.

3. Case Progress Monitoring & SLA Compliance:

• Regularly monitor the progress of client cases, ensuring adherence to established Service Level Agreements (SLAs) and timely resolution of issues.

• Proactively communicate with internal teams to facilitate information sharing, coordinate actions, and resolve bottlenecks, contributing to overall client satisfaction and retention.

4. Database Maintenance, Filing Records, & Reporting:

• Accurately maintain and update client databases, transaction records, and other relevant systems, ensuring data integrity and compliance with regulatory requirements.

• Establish and maintain an organized electronic and physical filing system for client documents, reports, and other materials.

• Prepare regular reports on operational metrics, case status updates, or other ad-hoc reporting requests, presenting findings in a clear and insightful manner.

5. Ad-Hoc Tasks & Special Projects:

• Contribute to departmental initiatives and projects by assisting with research, data analysis, process improvement, or other tasks as assigned by the line manager or senior team members.

• Demonstrate flexibility in adapting to changing priorities and taking on additional responsibilities to support the evolving needs of the business.

Requirements:

• A minimum of 2 years of experience in an administrative or customer support role within the financial services industry.

• Proficiency in Microsoft Office Suite (Word, Excel, Power Point, Outlook).

• Exceptional organizational and time management skills, with the ability to prioritize tasks effectively and handle multiple assignments concurrently.

• Strong written and verbal communication skills, with the ability to convey complex information clearly and professionally to both internal and external stakeholders.

• Excellent attention to detail and a commitment to accuracy in all work tasks.

• Ability to work independently and collaboratively in a fast-paced, results-driven environment.

• Proficient in English.

• Basic understanding of financial markets, foreign exchange, and international payment processes is desirable but not essential.

• Customer-focused mindset, with a genuine desire to provide exceptional support to both internal teams and external clients.

• Proactive approach to problem-solving, demonstrating initiative and resourcefulness in identifying and addressing potential issues.

• Adaptability and resilience in navigating changing priorities and responding to unexpected challenges.

• Professionalism, confidentiality, and a strong commitment to upholding the highest ethical standards.

Job Type: Full-time
Pay: RM4,000.00 - RM5,500.00 per month
Schedule:

• Day shift
• Fixed shift
• Monday to Friday