Risk and Customer Support Specialist

4 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Hytechc Full time

Hytech Federal Territory of Kuala Lumpur, Malaysia

Risk and Customer Support Specialist

In this role, you will take on both risk management and technical support responsibilities, analyzing and managing risks in online payments, trading, and promotional activities while providing account opening support and 24/7 technical assistance to various internal departments. You will be a key member of cross-functional teams, helping resolve complex technical issues, ensuring smooth account opening processes, and safeguarding operational security and efficiency. Strong communication skills are essential as you will coordinate with different departments to ensure seamless operations and customer satisfaction.

Job Responsibilities:

  • Identify and analyze potential risks in online payments, trading, promotions, and user accounts.
  • Respond to account opening and technical support requests from various departments, providing 24/7 support through multiple channels such as email and chat.
  • Troubleshoot and resolve technical issues, offering step-by-step guidance and technical assistance, ensuring smooth account opening and account management.
  • Review customer transactions, identify fraudulent activities, and implement preventive measures to avoid losses.
  • Document interactions with departments, detailing the nature of the issues and the solutions provided.
  • Collaborate with internal teams such as Product Development and Engineering to escalate complex issues or provide feedback for product improvement.
  • Stay up to date with product updates, new features, and technical specifications to offer the best support to the teams.
  • Provide risk analysis reports, monitor key performance indicators (KPIs), and regularly report operational data and risk trends.
  • Contribute to the development of support resources, such as knowledge base articles, FAQs, account opening guides, and risk management documentation.
  • Investigate fraud cases and refund disputes, proposing appropriate solutions.
  • Support multi-channel risk audits and compliance reviews, ensuring that operational processes meet company and industry standards.

Job Requirements:

  • At least a diploma or degree in business, finance, or a relevant technical field.
  • Familiarity with fraud detection and risk management in banking, finance, or fintech.
  • Excellent written and verbal communication skills in both Mandarin and English.
  • Prior experience in technical support or customer service, with the ability to quickly learn and adapt to new technology tools.
  • Strong multitasking skills, with the ability to prioritize tasks and solve problems in a fast-paced environment.
  • Ability to collaborate effectively with cross-department teams, including Product, Engineering, Sales, and others.
  • Previous experience with online payments, trading platforms, or account opening processes is preferred.

Nice to Have:

  • Experience or interest in the fintech industry, with knowledge of how traders, digital asset exchanges, and financial institutions operate.
  • Familiarity with forex trading analytical tools or related technical platforms.
  • Experience working with international teams across time zones.
Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

Financial Services and IT Services and IT Consulting

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