Senior Customer Service Analyst

A leading global financial services provider is seeking a Senior Customer Service Analyst to join their Penang-based team. This is an exceptional opportunity for individuals who are passionate about technology and financial markets, and who thrive in a collaborative, fast-evolving environment.

As a key member of the Customer Service function, you will be at the forefront of delivering best-in-class service to a diverse global clientele, ensuring seamless day-to-day operations and technical support across a suite of innovative products. The organisation offers not only competitive compensation and attractive bonuses but also rapid career progression within a business sector that is unique in Penang. You will benefit from ongoing training opportunities, exposure to global teams, and the chance to make a tangible impact on both client satisfaction and internal process improvement.

• Join a globally recognised financial services leader with a strong presence in Penang, offering significant opportunities for professional development and advancement within the financial technology sector.
• Be part of a supportive team that values collaboration, knowledge sharing, and continuous improvement, where your contributions directly enhance client experiences and operational excellence.
• Enjoy flexible working opportunities, comprehensive training programmes, and the chance to work closely with international colleagues on cutting-edge post-trade solutions.

What you'll do:

As a Senior Customer Service Analyst based in Penang, you will play a pivotal role in supporting clients who rely on advanced platforms for back-office processing for OTC derivatives. Your day-to-day activities will involve direct interaction with clients through multiple communication channels, addressing their technical queries, resolving operational issues, and ensuring they derive maximum value from the suite of services offered. By building strong relationships through regular engagement and proactive follow-up, you will help foster trust and loyalty among clients. Working closely with cross-functional teams—including Product Management, IT, Business Development, and Account Management—you will channel valuable feedback into actionable improvements that enhance both product functionality and customer experience. Your responsibilities will also include supporting new client setups, adhering to rigorous process standards, monitoring system health using sophisticated tools, escalating incidents as needed, and maintaining meticulous records. Success in this role requires not only technical acumen but also empathy, attention to detail, adaptability in a regulated environment, and a genuine commitment to delivering excellence every day.

• Provide timely assistance to clients via telephone, email, and in-person channels, ensuring all queries are addressed efficiently and professionally.
• Build positive relationships with clients by conducting regular check-ins and following up on active processes to ensure satisfaction and issue resolution.
• Collaborate cross-functionally with other teams to manage client requests, channel customer feedback effectively, and contribute to product and process enhancements that address evolving client needs.
• Develop deep expertise in the organisation’s products and systems to deliver effective support for client requests and proactively identify areas for workflow optimisation.
• Gain an understanding of customers’ workflows to help them maximise the benefits of the company’s services and products while providing guidance on streamlining their operations.
• Support new client onboarding processes by ensuring adherence to established procedures and facilitating smooth transitions for external buy-side and dealer communities.
• Monitor system performance using comprehensive monitoring tools to rapidly identify issues for immediate investigation and resolution in partnership with global colleagues.
• Participate in incident reporting and escalation processes, ensuring accurate documentation and prompt communication with relevant stakeholders.
• Work within regulatory frameworks by demonstrating awareness of compliance requirements associated with financial market operations.
• Contribute to continuous improvement initiatives by sharing insights from client interactions and collaborating on projects aimed at enhancing service delivery.

What you bring:

To thrive as a Senior Customer Service Analyst in this dynamic environment, you will bring proven experience from previous roles involving client-facing responsibilities within financial services or similar sectors. Your background should reflect not only technical proficiency but also an empathetic approach towards understanding client needs. Strong written and verbal communication skills are vital as you interact daily with both internal teams and external stakeholders across different regions. A keen eye for detail ensures that complex issues are resolved accurately while maintaining compliance with industry regulations. Your ability to collaborate seamlessly across functions—combined with adaptability in responding to changing priorities—will set you apart as an invaluable member of the team. Additionally, any multilingual capabilities further enhance your effectiveness in serving a global clientele.

• 1-5 years of experience in client services, operations, middle office or back office roles within financial services or related industries is highly desirable for this position.
• A foundational understanding of financial markets—particularly OTC derivates back-office systems—and familiarity with financial products such as FX, equity, fixed income, credit or futures will enable you to excel in this role.
• Exceptional communication skills combined with strong interpersonal abilities are essential for collaborating effectively across teams and building lasting relationships with clients.
• Demonstrated ability to maintain a proactive, attentive, courteous, and professional demeanour when interacting with clients from diverse backgrounds is crucial for success.
• Experience working within regulated environments along with an understanding of risk management principles and compliance requirements is important for this position.
• Meticulous attention to detail coupled with high levels of accuracy ensures that all tasks are completed thoroughly even under pressure or tight deadlines.
• Proven capability to prioritise tasks independently while managing multiple responsibilities efficiently contributes significantly to overall team performance.
• Knowledge of additional languages such as Japanese, Korean or Mandarin would be considered an asset but is not mandatory for this role.

What sets this company apart:

This organisation stands out as a premier destination for professionals seeking meaningful careers at the intersection of finance and technology. With its robust presence in Penang—a hub for innovation within the Asia-Pacific region—the company offers employees unparalleled access to world-class resources while fostering an inclusive culture built on teamwork, mutual respect, and shared success. Employees benefit from comprehensive training programmes designed to nurture both technical expertise and personal growth. The company’s commitment to flexible working arrangements supports work-life balance while enabling staff members to contribute fully regardless of location or time zone. Regular opportunities for advancement ensure that ambitious individuals can chart clear paths toward leadership roles without sacrificing their well-being or sense of belonging. Above all else, employees take pride in being part of an organisation that values integrity, transparency, collaboration—and most importantly—the positive impact they have on clients around the globe.

What's next:

If you are ready to take your career forward by joining a supportive team where your skills make a real difference every day—this is your moment!

Apply today by clicking on the link provided; we look forward to connecting with you soon.

Do note that we will only be in touch if your application is shortlisted.

Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C