We are seeking for a highly motivated individual to join our Customer Service team.

As part of EZ-Link’s Customer Service team, the individual is to manage the needs and demands of our customers’ on their queries on EZ-Link’s products and services with quality customer service and to work closely with internal and external stakeholders to perform customer service duties including:

• Managing customer communications via various customer service channels effectively
• Providing exemplary customer service experience

Key Duties & Responsibilities:

• To be well versed with EZ-Link products and services by having a good understanding of workflows supporting these products
• To handle daily enquiries timely with accurate and relevant information to the customer within stipulated SLA
• To ensure that feedback are correctly routed to the relevant department for investigation or follow up if necessary
• Able to identify potential escalation cases and provide resolution to customer in a professional manner or escalate to CS Manager for further follow-up
• Maintain accurate records of case details and internal/external communications through appropriate feedback channel and CRM tool
• Keeping records of all conversations in database in a comprehensible way in adherence to PDPA and confidentiality standards
• Able to work effectively with both internal and external stakeholders

Minimum qualifications/requirements:

• Diploma or equivalent certifications
• At least 2 years of customer service working experience
• Proficient in written correspondence, Microsoft Office and CRM systems
• Able to multi-task and manage time well
• Meticulous and detail orientated
• A good team player with ability to work well independently
• Positive attitude and willing to take up challenges

We regret that only shortlisted candidates will be notified.

We are seeking a Business Analyst to join our Strategic Product Development team.

The candidate will be responsible for performing responsibilities that are critical to the delivery of features in EZ-Link’s mobile application. These include:

• Translating business needs and technical issues
• Testing and validating requirements with users/customers
• Identifying, modelling and documenting requirements (user stories)
• Being responsible for (a)high level, epic & user story prioritization (b)user story writing & estimation (c)acceptance criteria (d)sprint product backlog
• Working with Tech Lead to understand EZ-Link backend architecture
• Understanding mobile application release process
• Developing, implementing and managing technology services
• Performing troubleshooting on mobile app related services using tools like Kibana

Minimum qualifications/requirements:

• Preferably with a Degree in Computer Science/Business Analytics /Information Systems or relevant field
• Have knowledge/experience in Agile Methodology
• Be proficient in the mobile app tech stack which includes Spring Boot framework, React Native, Java and Swift
• Have experience working with software development project management tools like Slack, Jira, Confluence
• Proficient use of Microsoft Office.
• Well organized, good interpersonal, multi-tasking and communication skills
• Able to work under pressure individually/in a team

We regret that only shortlisted candidates will be notified.

We are seeking experienced Finance/Financial Settlement professional to join our Finance team.

Key responsibilities:

• To be responsible for accurate and prompt 3 point reconciliation for top up schemes
  • Ensure top up monies/refunds are duly collected
  • Be responsible to prepare accurate funds transfer instructions to remit top up monies to approved bank
  • Ensure top up transactions are properly accounted for and to perform bank reconciliation for monthly closing
  • Check/identify report issues or discrepancies for the top up schemes and follow up with relevant parties
  • Responsible in preparing/monitoring the collection status of unpaid top ups.
• To be responsible for accurate and prompt monthly bank reconciliation, cash balance analysis and audit schedules for top up schemes
  • Prepare accurate cash balance analysis and audit schedules after monthly closing.
  • Analyse and identify issues or discrepancies for the top up schemes and follow up with relevant parties.
• To ensure accurate and prompt daily settlement of top ups and usages with concession account and acquirers
  • Perform daily funds settlement reconciliation, computation and funds transfer instructions so as to ensure accuracy of funds settlement via ibanking and load/merchant acquirers and compliance with established operations manual.
  • To monitor daily funds flow movement and settlement statistics to highlight for investigation to relevant departments if there are discrepancies.
• Be responsible for documenting standard operating procedures for own work portfolio and assist senior accountant in review work and to streamline/automate work processes

Qualifications/requirements:

• Degree in Accountancy, Banking, Finance or equivalent
• Minimum 1-3 years of relevant experience in accounting, cash management and cash book closing
• Experience in daily funds clearing, settlement and reconciliation of financial/digital payment products including foreign currencies in banks or financial institutions is ideal
• Possess knowledge of emerging payment products in local and regional context
• Possess knowledge of relevant regulatory and compliance requirements
• Team player with aptitude to learn and take on challenges
• Strong interpersonal and communication skills
• Meticulous and enjoys working in a fast-paced environment

We regret that only shortlisted candidates will be notified.

EZ-Link is looking for a Senior Officer or Executive to join our operations team.

Scope of Work:

• Handle EZ-Link card operational work flows such as investigation, processing and managing refunds and top-up instructions for customers within stipulated SLA.
• Work closely with internal work units and external service providers in ensuring completion of processes and adhering to established service levels.

Key Duties & Responsibilities:

• Be well versed with the EZ-Link card refund processes, including the understanding of workflows to supporting these services and corresponding SLA.
• Adhere to operational processes to perform card services transaction processing and recommend any new process improvements along the way for process optimisation.
• Support all customer queries by performing investigations of disputes, and where applicable facilitate a refund to the affected customer.
• Process refunds from customers/ bank partners/ external organisations within SLA.
• Facilitate the processing of refunds and manage blacklist requests in accordance to terms & conditions.
• Support reconciliation of refund schemes/modes.
• Assist RO with administrative support for cards services processes such as reporting, testing, update of procedures and projects involvement.
• To be a team player by ensuring team duties are covered and no reduction in team performance during periods of leave/absence.

Minimum qualifications/requirements:

• Diploma or Degree in Business Administration/Management/Banking or related discipline
• At least 1 year of working experience in banking or prepaid products order processing related positions
• Analytical and well organised
• Excellent time management and prioritization
• Meticulous and detail orientated
• Ability to work independently and collaboratively in a team
• Positive attitude and willing to take up challenges

We regret that only shortlisted candidates will be notified.

We are looking for a Senior Executive/Assistant Manager to join our Operations team in EZ-Link.

This candidate will assist the Senior Manager in overseeing and having responsibility for all the activities in the organisation which contribute to the effective operations of supporting services in the use of the EZ-link card and related products/services.

You will need to clearly understand the objectives, and make decisions involved in day-to-day processes to achieve the objectives, with considerations in quality, speed, dependability, flexibility and cost. You will be required to lead the operations team(s) and expected to continually monitor and improve the overall performance of the team(s) operations.

Key responsibilities include:

Team Management

1. Supervise and coach Operations Team(s) including work planning, allocation and covering
2. Process documentation, audit, review and regular update
3. Ensure the team’s daily tasks are performed in a timely manner and meeting to SLAs/KPIs
4. Assist the team to handle operational processes and investigations where necessary

Process Owner

To take ownership and manage systems and processes assigned:

1. EZ-Reload by GIRO and CARD scheme operations
2. Chargeback Management
3. Bad Debt Management
4. AVSO system operations & Refund Management
5. Customer Notification Management
6. Management Monthly Statistic Reporting

Business Process Management

To manage business processes and workflows; from processes to customer experience. Duties include:

1. Business rules and requirement management
2. Engaging internal customers, external vendors and key stakeholders in discussions
3. Documentation and review
4. Identifying issues and follow through to resolution
5. Testing & implementation of new systems/enhancements

Projects

1. To support the HOD in contributing to the operational discussions in projects, as part of overall corporate work plan.
2. To achieve objectives set in the various projects assigned.

Minimum qualifications/requirements:

• Diploma or Degree in Business Administration/Management/Banking or related discipline
• At least 3-5 years of working experience in a banking or prepaid products order processing related positions
• Analytical and well organised
• Have an eye for driving change and improving processes
• Meticulous and detail orientated
• Strong leadership skills and able to work collaboratively in a team
• Positive attitude and willing to take up challenges
• Knowledge and experience in Microsoft Excel, Word and Powerpoint

We regret that only shortlisted candidates will be notified.