Customer Support Officer

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia GO Markets Support Sdn. Bhd. Full time

Duties/Areas of Responsibilities

  • Provide client support including technical, operational, and product-related queries.
  • Responding to incoming inquiries from clients via email, live chat, and telephone in a timely and professional manner
  • Client relationship management with new and existing global clients
  • Providing assistance in implementing new procedures and processes
  • Adhere to revisions to existing compliance practices and procedures, as implemented by the Compliance Manager / Compliance Committee
  • Strong negotiation skills and ability to close deals.
  • Ensure risks and issues are handled and monitored across the team in line with agreed multi-jurisdictional policies and procedures and work on continuous improvement plans as required.
  • Process and review account applications.
  • Update and maintain accurate client accounts details on relevant systems.
  • Complete individual and team KPIs and SLAs.
  • Liaise with key departments regarding updates on accounts onboarding procedures.
  • Responsible for ensuring timely, complete, and accurate processing of KYC.
  • Support the Account Managers by collating the information required and managing client requests.
  • Act as a subject matter expert in the execution and implementation of our KYC/Anti-Money Laundering policies.

Requirements

  • Bachelor degree in Finance/ Economics/ Banking/ Business Administration is preferred.
  • Minimum of 2 years' customer service experience is strongly preferred; worked in a brokerage, trading, or fintech company is strongly preferred.
  • Knowledge of AML and KYC across multiple jurisdictions would be an advantage.
  • Excellent written and verbal communication skills.
  • Strong knowledge of technical and fundamental analysis with excellent attention to detail.
  • Fluency in English is mandatory, with proficiency in Mandarin highly preferred due to market needs.
  • Prior knowledge or experience in the financial market is desirable.
  • This role will be required to work on weekends and night shift, only apply when you are able to accept rotational shift. (Night shift allowance provided)

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