[Fintech] Operations Specialist (Mandarin-speaking, KL based)

Responsibilities

• Support the onboarding and identity verification (KYC) processes for new and existing clients by working closely with internal teams and systems.
• Monitor and analyze customer-related issues and trends reported through internal channels to identify process improvements and operational gaps.
• Collaborate with internal departments to ensure efficient handling of platform-related inquiries or operational needs.
• Assist in the creation and maintenance of internal resources such as FAQs, SOPs, and knowledge base articles for new and existing platform features.
• Provide operational support and perform other tasks as assigned by the Supervisor.

Qualifications

• Proficient in both verbal and written Mandarin and English; additional languages are a plus.
• Strong interpersonal skills and professional attitude, including courtesy, collaboration, and a proactive mindset.
• Demonstrated ability to think independently, solve new problems, and proactively suggest service improvements to the team.
• Strong numerical aptitude and analytical thinking skills.
• Self-motivated and able to work independently while contributing effectively to a team environment
• Experience in customer service, operations, risk management roles in traditional finance or crypto is a strong advantage.
• Willingness to work on a shifting schedule.
• A bachelor's degree or equivalent qualification is a plus.