Job Description

Our client is a dynamic and fast-growing

FinTech start-up (established in 2021)

, disrupting traditional financing with an innovative

peer-to-peer (P2P) financing platform

. As they scale up operations, they seek a dedicated and versatile talent to drive

both exceptional customer experiences and robust operational processes

.

Position Overview:

The

Customer & Operations Specialist

will play a

dual-role

, contributing equally to the

customer service function and the operational efficiency

of the platform. You will ensure seamless user experiences for both investors and issuers while maintaining high operational standards through collaboration with internal and external stakeholders. Reporting to the

Head of Customer Service & Operations

, this role is ideal for someone who thrives on solving problems, enhancing processes, and building strong user relationships in a fast-paced fintech environment.

Key Responsibilities:Customer Service Responsibilities (50%)

Serve as the

main point of contact for users

(investors and issuers) via email, phone, and chat. Address customer inquiries, troubleshoot issues, and ensure

timely resolution

. Build and maintain

positive, long-term relationships

with platform users. Educate customers on the platform's services, policies, and features. Capture customer feedback and trends to drive continuous improvement in user experience. Manage complaints professionally and escalate complex cases appropriately.

Operations Responsibilities (50%)

Execute daily operational tasks:

transactions processing, user onboarding, and account management

. Ensure

workflow accuracy, efficiency, and regulatory compliance

. Coordinate with internal teams (Finance, Compliance, Tech) and third-party service providers (payment gateways, etc.). Support reporting activities: data management, KPI tracking, and preparation of reports. Assist with

audits, compliance matters (e.g., Securities Commission)

, and policy updates. Contribute to

process improvement initiatives

and SOP documentation.

Requirements:

Diploma / Degree

in Business, Finance, or related fields.

2-3 years' experience

in both

customer service and operations

, ideally within fintech, P2P financing, or financial services. Strong interpersonal skills with a

service-first mindset

. Analytical, detail-oriented, and highly organized. Confident working across departments to resolve issues and optimize processes. Familiar with compliance obligations in financial services is advantageous. Proficiency in CRM tools, Microsoft Office, and operations software. Strong communication skills in

written and spoken English and spoken Mandarin

.

Remuneration Package:

Basic Salary:

Up to

RM6,500

EPF, SOCSO, EIS

Discretionary Bonus

Working Hours:

Monday - Friday, 9.00am - 5.30pm

Type:

Full-Time, Permanent | Onsite | High-Growth Start-up
Job Types: Full-time, Permanent

Pay: RM5,000.00 - RM6,500.00 per month

Benefits:

Professional development
Schedule:

Monday to Friday
Supplemental Pay:

Performance bonus
Experience:

Customer Service & Operations (FinTech or financial services : 2 years (Required)
Language:

Mandarin (Required)
Work Location: In person