Mindpec Solutions Hiring! Full Time KYC in Federal Territory - Ricebowl

Role Overview

You will serve as the frontline representative of the organization, ensuring customers receive timely, accurate, and empathetic support. Your role is critical in building trust, resolving issues, and guiding customers toward effective use of banking services and self-service channels. You will handle inquiries via phone and email, balancing efficiency with personalized care.

Responsibilities

• Respond promptly to inbound calls and emails, addressing customer inquiries with professionalism and empathy. Ensure every interaction leaves the customer feeling valued and supported.
• Clarify customer needs, investigate issues, and provide tailored solutions. Escalate complex cases to relevant teams while maintaining ownership until resolution.
• Guide customers on using self-service options such as online banking, mobile apps, and automated channels. Encourage adoption of digital tools to improve customer convenience.
• Conduct callbacks to confirm transactions, request supporting documents, and ensure compliance with internal security protocols.
• Perform Know Your Customer (KYC) tasks, verifying customer identity and documentation to meet regulatory requirements.
• Develop rapport with customers by demonstrating patience, active listening, and clear communication. Promote trust and loyalty through consistent service excellence.
• Provide feedback to management on recurring issues or customer pain points. Contribute ideas to improve processes, tools, and customer experience.

Qualifications & Skills

• Fluent in English and Mandarin, with strong written and verbal communication skills to serve diverse customer groups.
• Minimum qualification of SPM or higher education. Fresh graduates are encouraged to apply.
• Ability to work on a 24/7 rotational shift schedule, including weekends and public holidays.
• Prior experience in banking or financial institutions is advantageous, though not mandatory.
• Empathy and patience in handling customer concerns
• Strong problem-solving and analytical skills
• Ability to remain calm under pressure
• Willingness to learn and adapt quickly

Career Growth

This role offers opportunities to:

• Transition into senior customer success or relationship management positions.
• Gain exposure to compliance, fraud prevention, and digital banking operations.
• Develop leadership skills by mentoring new hires or leading small teams.

Work Location: In person