Senior Executive, Merchant Payments Support at HLB

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Time Management, Communication, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Problem Solving, Data Accuracy, Operational Excellence, Regulatory Compliance, Cross-Functional Collaboration, Continuous Improvement, Analytical Skills, Attention to Detail, Proactive Approach

Industry

Financial Services

Description

If you are looking to excel and make a difference, take a closer look at us… Overview: The Merchant Payments Support Senior Executive provides essential daily operational support to the Merchant Payment team, fostering seamless collaboration with Account Relationship Managers (ARMs), Merchant Helpdesk, Merchant Business, terminal vendors, and other relevant channels to ensure efficient handling of payment and rental related tasks. This role reports to the Head of Retail Operations (Card Operations). Key Responsibilities and Accountabilities: Serve as a primary point of contact for all merchant payment inquiries. Provide prompt, precise solutions, including executing manual adjustments, processing refunds, and resolving payment failures and discrepancies. Ensure data accuracy by reconciling payments and performing system maintenance. Provide insightful analysis on payment statuses and efficiently escalate complex cases to management. Uphold operational excellence by strictly adhering to all regulatory and compliance standards. Drive continuous improvement by developing and refining Standard Operating Procedures (SOPs) and performance metrics to enhance service quality and efficiency. Proactively identify and escalate critical issues, such as system errors or operational backlogs. Foster robust cross-functional collaboration with Card and Merchant teams and support the bank's digital initiatives to automate core operations. Requirements: Malaysian citizen. Education/Qualification: Diploma or Professional Degree in Finance, Commerce, or a related field is preferred. A minimum of 2 years of experience in an operations or processing role, preferably within the finance or banking sector. Skills: Strong customer service skills. Highly motivated and effective in time-sensitive environments. Excellent verbal and written communication abilities. Microsoft Words, Excel and Powerpoint. Displays a strong work ethic and a proactive approach to problem-solving. About Hong Leong Bank We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China. We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation. Realise your full potential at Hong Leong Bank by applying now. Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.

Responsibilities

The Senior Executive, Merchant Payments Support serves as a primary point of contact for merchant payment inquiries, providing solutions and ensuring data accuracy. This role involves collaborating with various teams to enhance service quality and operational efficiency.