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JIA LE KUA
CHERAS
Work Preference
Desired Job Title
Payment Operations SpecialistKYC OfficerCustomer Service RepresentativeAccounting SpecialistTax SpecialistWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: CHERAS, MALAYSIA
Open to relocation: Yes
Important To Me
Work-life balanceCompany CultureFlexible work hoursCareer advancementPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsSummary
Payment Support Specialist experienced in supporting payment operations, reviewing withdrawal requests and transactions, and assisting with exchange rate checks. Skilled in handling P2P and C2C payment processes, verifying transaction details, and resolving payment-related issues. Detail-oriented and committed to accurate reviews, timely communication, and secure transactions.
Overview
4
4
Languages
1
1
Certification
6
6
years of professional experience
1
1
year of post-secondary education
Work History
Payment Support Specialist
Doo Technology
Kuala Lumpur, Malaysia
11.2025 - 10.2026
- Managed daily payment operations and responded to customer inquiries through Microsoft Teams and WhatsApp, providing clear and timely support in line with service standards.
- Assisted clients and team members with transaction-related questions, including PSP transactions, currency exchange routes, and payment amount calculations.
- Reviewed payment instructions and transaction details, such as beneficiary information, amounts, and references, to support accurate processing and reduce errors.
- Supported client onboarding by collecting and verifying identification and financial documents, updating internal records, and completing KYC checks in accordance with company procedures.
- Investigated payment delays, failed transfers, and transaction discrepancies, coordinating with relevant internal teams and keeping clients informed through resolution.
- Prepared client service quotations and checked applicable payment terms to ensure the quoted amounts and transaction details were accurate.
- Trained and guided new team members on daily operational tasks, transaction procedures, and internal workflows.
- Documented new or unusual transaction scenarios after processing, creating or updating procedures to support consistent handling of similar cases.
- Maintained accurate records of transactions, customer communications, and case resolutions to support operational tracking and audit readiness.
Process Developer (KYC Specialist)
Genpact
Subang Jaya, Malaysia
08.2025 - 11.2025
- Performed customer identification and verification (CIP/CDD) by reviewing identity documents, proof of address, and supporting business documents in accordance with internal policies and applicable requirements.
- Conducted risk-based customer due diligence by assessing customer profiles, business activities, geographic exposure, and transaction patterns.
- Applied enhanced due diligence (EDD) procedures to higher-risk customers and escalated cases requiring further review.
- Screened customer information against sanctions, politically exposed persons (PEP), and adverse media lists, where applicable.
- Identified discrepancies, unusual activity, and potential AML red flags; documented findings and escalated concerns through established channels.
- Supported periodic and event-driven KYC reviews to keep customer records and risk assessments current.
- Maintained clear audit trails of verification results, risk ratings, supporting evidence, and case decisions.
- Followed AML/KYC policies, confidentialit
Customer Service Representative
IGT SOLUTIONS
Shah Alam, Selangor, Malaysia
07.2024 - 07.2025
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Escalated complex cases to supervisors following IGT Solutions service procedures.
- Handled inbound calls and provided clear support for billing and service issues.
- Updated customer records and verified account information in support databases.
- Guided customers through product steps using IGT Solutions service scripts.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Advisor
Concentrix
Kuala Lumpur , Malaysia
01.2024 - 04.2024
- Participated in interactive training programs to expand knowledge of company products and policies.
- Enhanced customer satisfaction by providing personalized support and solutions to their inquiries.
- Answered customer service inquiries email and chat platform to address customer needs and promote optimum outcomes.
- Supported sales efforts by providing accurate information about products or services that matched customer needs.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Monitored customer surveys and feedback to develop corrective actions for service related issues.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Remained updated on company offerings through regular product research.
- Followed scripts and processes to uphold brand standards.
- Maintained constant presence at front counter to receive enquiries.
Customer Service Representative
TDCX MY
Kuala Lumpur
03.2023 - 02.2024
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Monitored customer surveys and feedback to develop corrective actions for service related issues.
- Assisted customers with product-related questions, feedback and complaints.
Customer Service Representative
Webhelp
Cheras
12.2020 - 02.2023
- Resolved product and service issues by clarifying customer concerns through email and live chat.
- Followed communication procedures, guidelines, and policies in every customer interaction.
- Maintained positive, empathetic, and professional tone with customers at all times.
- Built strong product knowledge to provide informed recommendations based on customer needs.
- Built rapport with customers through active listening, supporting higher retention and positive client feedback.
- Helped customers use company website and complete online orders, improving user experience.
- Worked with team members to develop best practices for consistent customer service delivery.
Education
Bachelor of Arts - Bachelor in Accounting
01.2026 - Current
- 3.79 CGPA
- Major in: Accounting
- Relevant Coursework and Training Programs: Financial Accounting, Managerial Accounting, Auditing, Taxation, Cost Accounting, Business Law
- Training: Excel for Accounting,
- Online Learning and MOOCs:Completed courses in financial analysis or bookkeeping
Diploma - Business Administration
01-2022
- Relevant Coursework: Principles of Management, Marketing, Business Communication, Human Resource Management, Financial Accounting, Business Law, Economics, and Entrepreneurship
- Projects: Marketing plan, business plan, case study, or group project
- Training: Microsoft Excel, customer service, or business communication training
- Activities: Business club membership, workshops, seminars, or volunteering
SPM - SPM
12-2015
- Scholarship Recipient
- Class Monitor
- Chairperson, Cultural Club
- Committee Member, School Youth Cadet Corps
- Chairperson, Field Hockey Team
Skills
- Payment processing
- Payment processing systems
- KYC compliance
- Document verification
- Financial accounting
- Data entry
- Client onboarding support
- Payment support operations
- Issue resolution
- SLA compliance
- Customer communication
- Customer service
- Support services
- Ticket management
- Data collection
- Customer service
- Payment processing systems
Languages
English
Intermediate (B1)
B1
Chinese (Cantonese)
Intermediate (B1)
B1
Malay
Intermediate (B1)
B1
Chinese (Mandarin)
Advanced (C1)
C1
Certification
- Driving Licenses
Accomplishments
- Dean’s List — January 2026 Semester Bachelor of Accounting with Honours, Faculty of Business & Management
- Dean’s List — May 2026 Semester Bachelor of Accounting with Honours, Faculty of Business & Management
Affiliations
- Class Monitor 2012-2015
- Chairperson, Cultural Club Year 2015
- Chairperson, Field Hockey Team Year 2015
- Committee Member, School Youth Cadet Corps Year 2015
Interests
Reading and continuous learning
Traveling and exploring new cultures
Volunteering and community activities
Timeline
Open University Malaysia (OUM) - Bachelor of Arts, Bachelor in Accounting
01.2026 - Current
Payment Support Specialist - Doo Technology
11.2025 - 10.2026
Process Developer (KYC Specialist) - Genpact
08.2025 - 11.2025
Customer Service Representative - IGT SOLUTIONS
07.2024 - 07.2025
Customer Advisor - Concentrix
01.2024 - 04.2024
Customer Service Representative - TDCX MY
03.2023 - 02.2024
Customer Service Representative - Webhelp
12.2020 - 02.2023
UCSI COLLEGE - Diploma , Business Administration
Sijil Pelajaran Malaysia (SPM) - SPM, SPM