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Hi, I’m
KUA JIA LE JOHN
Accounting And Finance - Payment Support Executive
Cheras, Selangor,10
Work Preference
Summary
Experienced in Payment Operations and KYC processes with strong ability to handle customer transactions, payment inquiries, and compliance-related tasks in fast-paced environments. Skilled in transaction monitoring, customer verification, issue resolution, and ensuring compliance with company policies and regulatory requirements. Possess strong communication, problem-solving, and attention-to-detail skills while maintaining high standards of customer service and operational accuracy.
Overview
5
years of professional experience
4
Languages
2
years of post-secondary education
Work History
Doo Technology, Kuala Lumpur
Payment Support Specialist
11.2025 - Current
Job overview
- Handle all customer payment/transaction inquiries via Microsoft Teams and WhatsApp, delivering timely, accurate responses in line with company service level standards and resolving 1st-level payment issues (e.g., failed fund transfers, delayed disbursement, incorrect payment amount) on the spot.
- 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/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.
- Assist the team with end-to-end client fund disbursement and collection processes, ensuring all payments are processed accurately, on time, and matched with client instructions; resolve minor disbursement/collection delays by coordinating with the finance team.
- Verify and confirm all payment and fund transfer details (recipient account information, transfer amount, payment reference, and supporting documentation) prior to processing, eliminating transaction errors and reducing payment reversal requests.
- Investigate and resolve complex payment/transaction issues (e.g., uncredited funds, cross-border payment delays, failed automated payments) by identifying root causes, coordinating with internal finance/tech teams, and providing clear updates to clients until full resolution.
- 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.
Genpact
KYC Specialist
08.2025 - 11.2025
Job overview
- Reduced risk exposure by diligently reviewing client information for potential red flags and escalated issues as necessary.
- Kept up-to-date with industry best practices and emerging trends in AML/KYC regulations, sharing findings with team members for continuous improvement initiatives.
- Maintained accurate records of all client data, ensuring timely updates to reflect changes in risk profiles or regulatory requirements.
- Improved efficiency in customer due diligence procedures with thorough knowledge of regulatory requirements and standards.
IGT Solutions
Customer Service Representative
07.2024 - 07.2025
Job overview
- 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. - 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.
Concentrix
Customer Advisor
01.2024 - 04.2024
Job overview
- 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.
TDCX MY
Customer Service Representative
03.2023 - 02.2024
Job overview
- 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.
Webhelp
Customer Service Representative
12.2020 - 02.2023
Job overview
- Resolve product or service problems by clarifying the customer's complaint through email / livechat
- Follow communication procedures, guidelines and policies
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
INTI International University & CollegesKampung Baharu Nilai, Negeri Sembilan, Malaysia
Bachelor of Arts from Human Resources Management
01.2023 - 12.2024
University Overview
- Studies temporarily paused due to financial constraints.
- Temporarily discontinued studies due to financial circumstances.
- Education currently on hold due to financial reasons.
- Incomplete studies due to financial constraints.
SEGi University & CollegesKuala Lumpur, Malaysia
Bachelor of Arts from Accounting And Finance
04.2001
University Overview
- Pursued studies in Business Management, gaining foundational knowledge in management and administration before discontinuing due to financial and personal circumstances.
UCSI COLLEGECheras, Selangor, Malaysia
No Degree from Business Administration, Management And Operations
04.2001
University Overview
- Successfully completed the programme with a 45% academic scholarship awarded in recognition of outstanding academic performance.
- Graduated with a strong foundation in business management, administration, communication, and problem-solving skills.
SMK TELEMONGBENTONG
SPM from Business Accountancy
04.2001
University Overview
- Served as Class Monitor for 4 consecutive years, demonstrating strong leadership and responsibility.
- Chairperson, Cultural Club (Kebudayaan) – Led cultural activities and events to promote student engagement.
- Chairperson, Hockey Club – Organized training sessions and coordinated school-level hockey activities.
- Committee Member, Kadet Remaja Sekolah (KRS) – Supported school programs and discipline-related activities
Skills
Payment Operations
AML Compliance & KYC Verification
Customer Relationship Management
Service Desk Operations
Data Analysis & Data Entry
Problem-Solving
Policy Adherence
Microsoft Office Suite
Remote & Application Support
Data Collection
Software
Microsoft Word
Microsoft PowerPoint
Google Workspace
Live Chat Support Tools
Payment Processing Systems
Microsoft Teams
Transaction Monitoring Systems
WhatsApp Business
Email Support Platforms
Lark
Zendesk
Salesforce
Slack
Data Entry and Record Management Tools
Interests
Team Collaboration
Sports & Team Activities
Hobbies
Enjoy reading business and finance-related content to stay updated on industry trends and improve financial knowledge. Actively participate in team sports and outdoor activities, which help strengthen teamwork, communication, and leadership skills. Also enjoy gaming and watching movies as part of maintaining work-life balance and relaxation.
Timeline
Payment Support Specialist
Doo Technology, Kuala Lumpur
11.2025 - Current
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
INTI International University & Colleges
Bachelor of Arts from Human Resources Management
01.2023 - 12.2024
Customer Service Representative
Webhelp
12.2020 - 02.2023
SEGi University & Colleges
Bachelor of Arts from Accounting And Finance
04.2001
UCSI COLLEGE
No Degree from Business Administration, Management And Operations
04.2001
SMK TELEMONG
SPM from Business Accountancy
04.2001