Keen to explore a career in stockbroking or financial services?
Are you a great communicator with a passion for learning and problem-solving?
Join us now as a Business Operations Support! Whether you're an experienced professional or a fresh graduate with the right attitude, this is your chance to make an impact by helping clients trade with ease and confidence!
*Please note that the current work location is in Subang Jaya, but it will move to KL Eco City around September 2025.
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Job purpose:
- To deliver exceptional, multilingual customer support to clients and stakeholders in the securities brokerage industry, ensuring efficient resolution of inquiries, seamless account management, and compliance with regulatory standards.
- This role is pivotal in enhancing client satisfaction, fostering long-term relationships, and supporting the company’s reputation as a trusted financial services provider.
Key responsibilities:
1. Client Support & Communication:
- Serve as the primary point of contact for local clients, addressing inquiries and providing support via phone, email, live chat, and other digital channels.
- Deliver prompt, accurate, and professional assistance in English, Malay, and Chinese (Mandarin).
2. Account Management:
- Assist clients with account opening, verification, and approval processes, ensuring compliance with regulatory requirements.
- Guide clients through platform navigation, troubleshooting, and transactional support.
3. Issue Resolution & Collaboration:
- Investigate and resolve customer concerns efficiently, escalating complex cases to relevant departments (e.g., Compliance, Operations, Dealing, IT).
- Work closely with dealers, remisiers, and internal teams to ensure seamless service delivery.
4. Market & Product Expertise:
- Stay updated on stock market trends, trading platforms, investment products (e.g., equities, derivatives), and regulatory changes to provide informed support.
5. Shift-Based Operations:
- Work in rotating shifts (including nights/midnights) with applicable shift allowances.
6. Ad-Hoc Duties:
- Participate in process improvements, training, and other tasks as assigned.
Job requirements:
1. Experience:
- Preferred: Minimum 1 year experience in customer service, call centers, or financial services (e.g., stockbroking, online trading, banking).
- Fresh graduates with relevant internships experience or certifications (e.g., Capital Markets Services Representative License) are encouraged to apply!
2. Technical Skills:
- Familiarity with trading platforms, Bursa Malaysia/US Market/HKEX operations, and KYC/AML procedures.
- Basic understanding of financial instruments (stocks, ETFs) and trading terminology.
3. Language Proficiency:
- Fluent in English and Malay (written/spoken).
- Proficiency in Mandarin/Chinese is a strong advantage for serving multilingual clients.
4. Soft Skills:
- Empathetic, patient, and meticulous with a customer-first mindset.
- Strong problem-solving, decision-making, and conflict-resolution skills.
- Ability to multitask under pressure while maintaining accuracy.
5. Shift Flexibility:
- Willingness to work on rotational shifts, including nights, weekends, public holidays, with shift allowances.
6. Certifications (Preferred but Not Mandatory):
- CMSRL, FIMM, or SC licensing would be advantageous.
Personal Qualities/Attributes:
1. Active Listening & Clarity:
- Ability to listen attentively to client concerns and articulate solutions clearly and concisely.
2. Empathy & Patience:
- Demonstrate emotional intelligence to handle frustrated or inexperienced clients calmly and professionally.
3. Adaptability & Learning Agility:
- Quickly adapt to market changes, new regulations, or platform updates and explain them to clients in simple terms.
4. Conflict Resolution:
- Skill in de-escalating tense situations (e.g., trading losses, account issues) with diplomacy.
5. Team Collaboration:
- Work effectively with dealers, remisiers, and compliance teams to resolve cross-departmental issues.
6. Time Management & Multitasking:
- Juggle multiple channels (calls, chats, emails) without compromising quality, especially during market hours.
7. Cultural Sensitivity:
- Navigate diverse client backgrounds (e.g., retail investors, high-net-worth individuals) with tact.
8. Positive Attitude & Resilience:
- Maintain professionalism under pressure (e.g., during market volatility or high inquiry volumes).
Job Type: Permanent
Benefits:
- Health insurance
- Professional development
Schedule:
- Monday to Friday
- Rotational shift
Supplemental Pay:
- Overtime pay
Application Question(s):
- How many years of experience do you have in Customer Service/Customer Support?
- Which industry were you in during your time as a Customer Service/Customer Support?
- Are you able to work on night shifts and public holiday? Shift allowance will be provided.
- The current work location is in Subang Jaya, but it will move to KL Eco City around September 2025. Is that okay with you?
- How much is your minimum expected salary?
Work Location: In person
Expected Start Date: 08/04/2025
