Mohammad Syafiq Bin Tajul C Chinnattamby

- Experienced in delivering support (technical and enquiries) through email, live chat and inbound calls pertaining to payment processing for Grabinvest and GrabPay (Singapore), specializing in payment to merchant (P2M), as well as other features (Pay Now, GrabPay MasterCard, PayLater, GrabRewards, Remittance and other services to support Grab's role as a digital Bank in Singapore)

- Supported KYC verification escalation, as well as any fraud escalations encountered by user, and provide a resolution to the user in a timely manner.

- Monitored various company communication channels and respond appropriately in timely manner.

- Trained new agents and assisted them on ticket handling as well as product knowledge.

- Provided detailed findings/investigation to resolve the issue raised by stakeholders to resolve the issue.

- Gathered feedback from Grab's stakeholders as well as observing front line issues, managing conflicts and escalations.

- Supported other department campaigns and liaise with them to make sure Grab is delivering the best to all stakeholders.

MyAladdinz E-Commerce Mobile App ;

- Assist customers via various channels such as phone, email & live chat. Address customer inquiries, complaints, and requests in a timely and professional manner. Provide accurate and helpful information to customers about products, services, policies, and procedures.

- Listen actively to customers' concerns, empathize with their situation, and work towards finding appropriate solutions. Troubleshoot and resolve customer issues, escalating complex problems to higher-level support or management when necessary. Ensure that customer complaints are handled effectively and follow up to ensure resolution and customer satisfaction.

- Customer Due Diligence (CDD): Conduct thorough investigations and research on individuals and entities to gather necessary information for client onboarding and ongoing monitoring. This involves verifying identities, reviewing documentation, and assessing the legitimacy of the business or individual.

- Compliance Review: Stay up to date with relevant regulations, policies, and procedures related to anti-money laundering (AML), counter-terrorist financing (CTF), and other financial crime prevention measures. Perform compliance reviews to identify any potential issues or gaps in adherence to these regulations.

- Risk Assessment: Analyze customer profiles and transactional data to evaluate the level of risk associated with each client. Assign risk ratings based on your assessment, taking into consideration factors such as the client's industry, geographic location, transaction volume, and business relationships.

- Documentation and Reporting: Maintain accurate records of customer due diligence activities and ensure all required documentation is collected and stored appropriately. Prepare reports summarizing your findings and any suspicious activities identified during the KYC process, adhering to internal policies and regulatory reporting requirements.

- Assess and analyze potential risks related to fraud and financial crimes within the app's user. Conduct risk assessments on existing processes, systems, and controls to identify vulnerabilities and gaps that could be exploited by fraudsters.

- Conduct detailed investigations into suspected fraudulent activities, including reviewing transactional data, conducting interviews, and gathering evidence. Analyze and interpret data to identify trends, patterns, and potential fraud schemes. Collaborate with law enforcement agencies or internal security teams when necessary.

- Stay up to date with relevant laws, regulations, and industry best practices related to fraud prevention and financial crimes. Ensure that the organization's fraud prevention strategies and activities are aligned with regulatory requirements and compliance standards.

- Prepare and maintain detailed reports on fraud incidents, investigation findings, and risk assessments. Document and retain evidence in accordance with legal and regulatory requirements. Communicate findings and recommendations to management, stakeholders, and relevant departments.

- Collaborate with other customer service team members and cross-functional teams to ensure a seamless customer experience. Share knowledge, best practices, and customer insights with colleagues to enhance the overall team performance and customer satisfaction.

Event Management :

- As for the task related to event management, asist attendees before, during, and after virtual events, addressing their inquiries, concerns, and technical issues promptly and professionally. This may include responding to emails, live chat messages, or phone calls to provide information, troubleshoot problems, and guide attendees through the virtual event platform.

- Provide attendees with information about the event schedule, session timings, speaker profiles, and any changes or updates to the agenda. Assist attendees in navigating the virtual event platform to access session recordings or other event-related content.

- Handle potential crises or unforeseen challenges during virtual events, such as platform outages or technical disruptions. Maintain a calm and professional demeanor, promptly communicate updates and alternative solutions to attendees, and work closely with the technical team to resolve issues efficiently.

- Answering inbound calls pertaining Ambank’s financial products as it may include general enquiries, complaint or concern about the product and services delivered by Ambank Group.

- Perform cross sales provided by company such as Balance Transfer, Quick Cash.

- Ensure to maintain good customer service skills, service level and KPIs target set by the company. -

- Handling and resolving varieties of customer’s concern, complaints and enquiries via phone and e-mail as it may includes billing inquiries, ETA, scheduling issue and general enquiries about the company itself.

- Ensure to maintain good customer service skills, service level and KPIs target set by the company.