aimnjhri
Payment Operation
Fintech Operations & Financial Crime Specialist with 4+ years of experience across fraud investigations, chargebacks, AML operations, transaction monitoring, and high-risk customer escalations in regulated UK and APAC markets.
Experienced in dispute lifecycle management, account takeover (ATO) investigations, payment reconciliation, and cross-functional coordination with compliance, finance, and product teams. SLA-driven, detail-oriented, and comfortable handling complex operational risk cases in fast-paced environments.
Experience: 2 years
Yearly salary: $24,000
Hourly rate: $20
Nationality: 🇲🇾 Malaysia
Residency: 🇲🇾 Malaysia
Experience
Customer Care Professional (SG Market)
AMERICAN EXPRESS 2022 - 2023
Managed high-volume inbound calls and emails, resolving customer issues with professionalism while meeting productivity and quality KPIs. Handled escalations, complaints, and urgent customer concerns by applying structured troubleshooting and accurate policy guidance. Supported customers with online and mobile platform usage, ensuring smooth digital adoption and reduced repeat contacts. Recommended suitable products based on customer needs, strengthening customer satisfaction and retention. Maintained compliance standards and delivered consistent service quality in a regulated environment.
Service Executive, Revenue Team
SB PLUS SDN BHD 2021 - 2022
Provided customer support across phone, WhatsApp, email, social media, and OTA platforms (Airbnb, Booking.com, Agoda). Supported revenue operations for 31+ building units by managing bookings, customer requests, and payment-related inquiries. Coordinated with internal teams to resolve customer issues quickly, ensuring service recovery and strong customer experience. Maintained accurate records, follow-ups, and communication logs to ensure smooth operations and accountability.
Skills
customer-service
operations
english