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
Work History
Payment Support Specialist
Doo Technology
Kuala Lumpur, Malaysia
11.2025 - Current
- Prepare and deliver precise financial quotations for client services with short turnaround times, supporting high quotation conversion rates with minimal supervision and cross-referencing payment terms to avoid quoting/transaction discrepancies.
- Manage end-to-end client onboarding processes, including collecting and verifying all required financial and identification documents, performing accurate data entry into internal systems, and conducting KYC/compliance checks to ensure full regulatory and internal policy adherence.
- Conduct rigorous KYC verification for new and existing clients, validating document authenticity and cross-checking client information to mitigate payment/transaction fraud risks.
- Coordinate internal communication with finance, compliance, and tech teams to ensure real-time, accurate updates on customer payment issues, transaction discrepancies, and service requests, streamlining cross-team issue resolution workflows.
- Promptly handle customer payment/transaction complaints by conducting root-cause analysis, implementing appropriate solutions (e.g., payment reprocessing, refund initiation, fee adjustments), and conducting proactive follow-ups to confirm resolution and ensure customer satisfaction.
- Assist with payment reconciliation tasks, cross-checking internal payment records with client bank statements to resolve minor transaction discrepancies and maintain accurate financial records.
- Maintain comprehensive, traceable records of all payment transactions, client communications, and issue resolutions, ensuring compliance with internal procedures and audit readiness for financial/payment operations.
- Maintained detailed records of support interactions and case documentation to enhance service quality and follow-up.
- Created documentation of repair processes and assisted in optimizing procedures for future technical support efforts.
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
09-2026
- 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
Timeline
Payment Support Specialist - Doo Technology
11.2025 - Current
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
Open University Malaysia (OUM) - Bachelor of Arts, Bachelor in Accounting
UCSI COLLEGE - Diploma , Business Administration
Sijil Pelajaran Malaysia (SPM) - SPM, SPM