Premium Escalate Management: Oversee and manage high-value customer communications, promptly and professionally resolving complex escalated issues, transactions, and disputes.

Statement Reconciliation: Perform rigorous verification and reconciliation to ensure 100% accuracy and alignment between client statements and internal system records.

Discrepancy Investigation: Investigate and resolve transactional discrepancies or data anomalies within required timeframes to mitigate operational and financial risks.

Team Mentorship & Training: Act as a dedicated mentor to junior staff, providing comprehensive training on product knowledge and operating procedures to ensure they pass internal business examinations.

Performance Leadership: Provide continuous guidance, foster a supportive team culture, and uphold a high standard of leadership that drives positive team performance evaluations.

Rate Approval & Compliance: Review and approve foreign exchange (FX) rates negotiated by junior team members, ensuring both profitability and compliance prior to transaction processing.

Workflow Optimization: Work closely with internal departments (Operations, Compliance, and IT) to optimize transaction processing flows and eliminate operational bottlenecks.

Role Model Excellence: Maintain a professional, highly responsive, and customer-focused approach at all times, acting as a benchmark for the entire team.

Education: Minimum Diploma or higher in any relevant field; a background in Business, Finance, or Banking is a distinct advantage.

Leadership Traits: Proven leadership or mentoring experience—you genuinely enjoy developing others and take ownership of your team's success.

Numerical

Skills

Exceptional eye for detail and numerical accuracy; prior experience in statement reconciliation, data verification, or financial operations is highly regarded.
Languages:
Strong command of written and spoken English.
Ability to communicate with Mandarin-speaking and Cantonese-speaking clients is an advantage.
Industry Background:
Prior experience in customer service, operations, or client-facing roles in
Financial Services, Remittance, or Banking is highly advantageous.
Crisis Management: A cool head under pressure—able to handle high-stakes escalations, resolve crises calmly, and make sound judgment calls in time-sensitive situations.
Tech Literacy: Proficient in Microsoft Excel (formulas, data sorting), Google Workspace (Sheets, Docs, Gmail), and general computer applications.
Flexibility:
Comfortable with arotating weekend schedule and occasional overtime to meet real-time business needs.
Annual Leave
Medical and Hospitalisation Leave
EPFSOCSOEISAnnual Bonus
Medical Insurance
Training Provided
Allowance Provided
Performance Bonus