Wan Farahah Wan Aziz
Klang,Selangor
Summary
A seasoned professional with extensive expertise in financial planning and client relationship management, demonstrating a strong commitment to ethical practice and client confidentiality. Proficient in data analysis and critical evaluation, with a keen understanding of economic trends and risk management tools. Adept at persuasive presentation and conflict resolution, consistently making informed insurance decisions to enhance personal finance advising. Career goals include leveraging financial product knowledge to drive strategic decision-making in dynamic environments.
Overview
12
12
years of professional experience
2013
2013
years of post-secondary education
Work history
Seller support agent
Shopee Warehouse
Bandar Bukit Raja, Malaysia
09.2025 - Current
- Provided exceptional support to sellers by addressing inquiries and resolving issues promptly.
- Assisted in training new staff on processes and systems to enhance team performance.
- Managed seller accounts, ensuring accurate information and effective communication throughout.
- Collaborated with cross-functional teams to streamline processes and improve overall efficiency.
- Maintained thorough knowledge of all products, leading to effective sales advice.
- Improved customer relationships by promptly responding to inquiries, resolving concerns and providing product information.
- Analysed customer feedback for better understanding of their needs and preferences.
- Resolved disputes between buyers and sellers in a fair manner, maintaining business integrity.
Takaful Advisor
PruBSN Takaful Berhad
09.2024 - 12.2025
- 1. Client Education & Awareness
- Explain the principles of Takaful (mutual assistance, risk-sharing, and Shariah compliance).
- Differentiate Takaful from conventional insurance.
- Address client concerns regarding halal financial products.
- 2. Needs Assessment
- Understand clients’ financial goals (e.g., protection, savings, retirement).
- Analyze their risk exposure and suggest suitable Takaful plans.
- Customize solutions based on life stages (e.g., family protection, child education, Hajj savings).
- 3. Product Recommendation
- Recommend appropriate Takaful products such as:
- Family Takaful
- General Takaful
- Medical Takaful
- Investment-linked Takaful
- Ensure plans align with Shariah principles.
- 4. Sales and Marketing
- Promote Takaful products through ethical and transparent sales techniques.
- Use online and offline channels to generate leads and build a client base.
- Prepare proposals and conduct product presentations.
- 5. Client Servicing & Relationship Management
- Provide after-sales service (policy updates, claims guidance).
- Conduct regular reviews to adapt coverage as client needs change.
- Maintain long-term relationships to ensure ongoing protection and support.
- 6. Compliance & Documentation
- Ensure all documentation complies with Shariah guidelines and regulatory requirements.
- Maintain accurate client records.
- Submit applications and follow up on underwriting and claims.
- 7. Continuous Learning & Development
- Stay updated on:
- Takaful products and regulatory changes.
- Shariah rulings related to Islamic finance.
- Market trends and competitor offerings.
- Attend training programs and obtain certifications if required.
Merchant Risk Analyst
Fiuu (Formerly Razer Merchant Services)
04.2024 - 08.2024
- To analyze merchant application from Singapore, Philippine and Malaysia under CIL channel facility (Visa&Master cards) for onboarding purpose.
- To analyze merchant background, the nature of business and the legitimacy of merchant status based on SSM/ROC/ROB.
- To conduct VMSS based on the details of merchants given.
- To investigate MATCH check status once report out upon VMSS screening.
- To upload approval on RSO system for merchant applications.
- To underwrite risk on the PEP profile as to follow guidelines in compliance and BNM regulations/AML.
- To investigate risk notice received from WeChat Pay and Alipay channel partner.
- To assign MCC code on merchant business nature as per Visa/Master guidelines accordingly to ensure smooth onboarding purpose & low risk exposure to illicit activities or money laundering.
- To underwrite on high-risk business nature of merchant/prohibited business nature for higher level decision and attention.
- Analysed transaction data to identify suspicious activity and mitigate potential risks.
- Conducted in-depth investigations into escalated cases of fraudulent behaviour.
Processing Executive/Underwriter (AFC Menara Klang)
Maybank Berhad
06.2022 - 12.2022
- To analyze documentations received for auto finance loan applications.
- To analyze applicants background & risk rating status.
- To bring forward to higher management's attention on any risky application & risk possibility will occur.
- Working closely with marketing executives on the loan status/possibility for the approval.
- To reject the loan upfront on any risky application.
- Cultivated strong industry relationships to promote services and improve business operations.
- Kept organization in compliance with regulations and internal requirements.
- Involvement in KYC, EDD & ECDD process for screening purpose on clients background such as PEP.
- Reviewed loan applications to assess risk and compliance with established guidelines.
- Maintained up-to-date knowledge of industry regulations and internal policies to mitigate risks associated with underwriting.
- Identified potential fraud indicators through detailed examination of application documents and applicant histories.
- Prepared comprehensive reports summarising underwriting decisions and communicated findings to relevant stakeholders.
- Mentored junior staff on underwriting processes and best practices to promote knowledge sharing within the team.
- Coordinated crisis management efforts to minimise reputational damage.
Senior Customer Service Executive
Maybank Berhad
05.2015 - 06.2022
- Handling inbound & outbound credit card & charge card calls (Specialized line for high-network & profile customers (Amex Platinum Charge Card).
- Implemented continual improvement strategies, effectively maintaining first-class customer service and faultless brand reputation.
- Handled lifecycle customer complaints professionally, from the initial raising of issues through to positive resolution.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Built and maintained strong working relationships with colleagues to help deliver exceptional customer service.
- Built strong communication with operations teams such as Fraud, authorizer, cards management, Relationship managers and branch officers on banking & financial issues.
- Multiple times award receiver in top quality and performance.
- Resolved complex customer inquiries through effective communication and problem-solving skills.
- Facilitated training sessions for new team members to improve service delivery and teamwork.
- Collaborated with other departments to improve overall customer experience.
- Maintained customer happiness with forward-thinking strategies focused on addressing needs and resolving concerns.
Customer Service Executive
Hong Leong Bank Berhad
08.2013 - 03.2015
- Handling inbound & outbound calls related to banking facilities. Example: Internet banking, housing loan, car loan, fixed deposit.
- To provide the best, most effective & as fast as possible solution on customer's issues & reports.
- Assist team manager & service manager on complaints.
- Kept clear, detailed records of customer interactions, enabling accurate complaints investigation.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with as far as practicable solutions.
- Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations.
- Multiple times award receiver in top quality and performance.
- Provided exceptional customer support by addressing inquiries and resolving issues efficiently.
- Offered additional products and services to boost company sales.
- Balanced multiple tasks simultaneously without compromising on quality of service.
Education
Bachelors Degree - Administrative Science & Policy Studies (Political Science)
University of Teknologi Mara
Shah AlamSkills
- Client confidentiality practices
- Financial planning expertise
- Customer relationship management software
- Ethical practice awareness
- Data analysis capabilities
- Conflict resolution capability
- Reflective thinking
- Understanding of economic trends
- Decision-Making aptitude
- Financial product knowledge
- Dealing with uncertainty
- Financial planning
- Client Relationship Management
- Critical analysis
- Made insurance decisions
- Personal finance advising
- Persuasive presentation
- Critical evaluation
- Understanding economic trends
- Risk management tools
- Knowledge of logistics
- E-Commerce platforms knowledge
- Regulatory compliance knowledge
- Data analysis tools
LANGUAGE PROFICIENCY
Bahasa Malaysia: Proficient
English: Professional
SPECIAL COURSEWORK (CAREER BREAK)
- From Dec 2022 – March 2024
- Coursework in Safety & Health Officer (Intake 16/Course date: 23/11/2022-23/12/2022)- NIOSH, Bangi (With valid certificate).
- Currently working on paperwork for final/last paper (Paper 4).
- Participant in Occupational Psychological First Aid (OPFA) Phase 1. Course code (02-05/01MHA-RL/2024/11).
Timeline
Seller support agent
Shopee Warehouse
09.2025 - Current
Takaful Advisor
PruBSN Takaful Berhad
09.2024 - 12.2025
Merchant Risk Analyst
Fiuu (Formerly Razer Merchant Services)
04.2024 - 08.2024
Processing Executive/Underwriter (AFC Menara Klang)
Maybank Berhad
06.2022 - 12.2022
Senior Customer Service Executive
Maybank Berhad
05.2015 - 06.2022
Customer Service Executive
Hong Leong Bank Berhad
08.2013 - 03.2015
Bachelors Degree - Administrative Science & Policy Studies (Political Science)
University of Teknologi Mara