Digital Onboarding Specialist

Job Description:

• Perform day-to-day digital customer onboarding operations (e.g. eKYC, MyDigital ID, etc.).
• Manage eKYC applications and exception handling promptly and effectively.
• Building and maintaining effective internal and external stakeholder relationships.
• Proactive in highlighting operational risks and areas for improvement.
• Ensure service targets, SLA’s, and KPI’s are met with optimum levels of quality & service delivery.
• Proactively seek to improve day-to-day processes for pre- and post-eKYC.
• Keep up to date with any industry changes affecting eKYC and continuously attend training sessions to improve knowledge and performance.
• Ensure all internal, external, and the Bank’s regulatory reporting are prepared promptly with integrity.
• Perform all tasks as set in Standard Operating Procedures, policies, and guidelines.
• Perform assessments during onboarding and post-onboarding to ensure compliance with eKYC policy & guidelines.
• Assist and facilitate in various ad-hoc projects e.g. User acceptance tests, process automation, requirements gathering, documentation
• Any other duties/assignments as and when directed by the superior as per business requirement from time to time.

• 24/7 shift environment with a 3-cycle shift, including nights, weekends, and holidays (Shift allowance will be provided):
• 7:00 a.m. - 4:00 p.m.
• 1:30 p.m. - 10:30 p.m.
• 10:15 p.m. - 7:15 a.m.
• Strong communication and listening skills. Excellent written and oral communication in both English and Bahasa Malaysia.
• Proven ability to multitask across multiple systems while performing digital customer onboarding and handling exceptional cases.
• Solid knowledge of Microsoft Office: Word, Excel, PowerPoint, and SharePoint management.
• Demonstrates strong written communication skills, business acumen, and a positive attitude.
• Extensive knowledge of various eKYC technologies would be a great advantage.
• Adaptable in a fast-paced environment, organized, and detail-oriented.
• Pleasant personality, humility, and a confident disposition.