More than 6 in 10 Southeast Asians are unbanked or underbanked today. Grab Financial Group (GFG) aims to change that by empowering everyone with simple, transparent, and flexible financial products (GrabPay, GrabFinance, GrabInsure, GrabInvest). We promote ease to our Consumers as well as our Driver and Merchant Partners in using these financial products/services.

The Grab Support Financial Services (GSFi) team prides itself on ensuring that we uphold our Consumer First principle while supporting our GFG consumers and partners seamlessly. We aspire to build meaningful relationships with our Consumers / Partners and deliver world-class financial service.

Provide Consumer support to Grab Financial Service Consumers

Empower our Consumers by making sure they know our product features and available financial products/services

Provide quality customer support (24/7) through voice/ chat/ email support and guided troubleshooting to Consumers/ partners including but not limited to e-wallet fund transfer, transaction, dispute and refund issues; wealth, investment, lending, and insurance product inquiries.

Treat integrity and safeguarding the financial assets of our Consumers and partners as the utmost priority.

Be vigilant to spot Consumer /partner risks, security, or fraud issues throughout the contact with the concerned user

Triage and treat potential bugs and operational issues affecting customers

Gather feedback from Consumers, identify opportunities to improve our internal processes, and share with leaders

Meet and exceed operations metrics, quality goals, compliance regulations, and productivity targets

Ability to re-prioritize and adapt to an exciting, ever-changing environment

At least 0 - 2 years working experience in Consumer Service in the financial / banking industry, payments, cards, banks, e-wallets

Domain knowledge in wealth, insurance products, risks operations, client money protection, personal data privacy, Know your customer (KYC) process would be a definite advantage

Must possess at least a Diploma in any relevant field (preferred)

Exposure to Zendesk; preferred but not a must

Experience in Livechat and digital servicing channels will be an added advantage

Proficiency in Microsoft PowerPoint, Excel and Word / Google Doc, Sheet, Slide

Passionate about customer service and technology

Ability to develop rapport and demonstrate a caring attitude

Ability to give constructive feedback (Product, tooling, customer perception, communication)

Great people skills - good listener, able to engage people with different backgrounds, and willing to go beyond and enchant customers

Strong verbal and written communication skills

Can thrive in dynamic, fast-paced, and results-oriented teams

Interpersonal, time management, and organizational skills

Can thrive under minimal supervision

Customer-centric and attention to details