Associate, ILB Client Experience

About Us

M-DAQ Global is a pioneering fintech group specialising in foreign exchange (FX) and payment solutions that facilitate seamless cross-border transactions for businesses worldwide. Its proprietary technology delivers FX clarity, certainty, and payment mobility through a single API, empowering large enterprises and SMEs to manage global trade and FX exposure with confidence.

Headquartered in Singapore with an expanding presence across ASEAN and 7 countries and territories, M-DAQ Global provides a comprehensive suite of FX, collections, and payment solutions. This includes AI-enabled onboarding, compliance, and enhanced risk management solutions, enabling businesses to transact across borders with ease amidst evolving needs.

Our employee experience and growth have also been recognised through industry and workplace accolades, including:

• The Financial Times High-Growth Companies Asia-Pacific 2026
• The Straits Times Singapore’s Fastest Growing Companies 2026
• Tech in Asia Singapore’s Top Fintech Companies 2026
• Employee Experience Awards - Best Hybrid Work Model

For more information, please visit: www.m-daq.com.

About the Role

As an Associate, ILB Client Experience, you will support the technical onboarding and post-sales customer support for our clients. This includes engaging with clients and coordinating with internal stakeholders on day-to-day transaction usage. This role requires a strong customer-centric mentality to deliver a satisfactory client experience, along with good communication and coordination skills to work with relevant internal teams in addressing client needs. You will be based in Malaysia, reporting to the Head, ILB Client Experience, and working under our entity M-DAQ Malaysia.

Key Responsibilities

• Support the Sales team in assisting clients with platform usage.

• Help resolve transaction-related issues pertaining to both payments and collections.

• Work with the Compliance team to collect necessary supporting documentation from clients for underlying transactions.

• Coordinate with the Operations team to support the refund process for rejected payments and collections.

• Liaise with the Engineering team to support clients' technical integration onto the platform.

• Identify and report system-related issues affecting clients, and track them through to resolution.

• Assist with system static data configurations, including markups, fees, and other relevant parameters.

• Support the identification and resolution of issues impacting overall client experience.

• Flag critical client issues or systemic problems to senior team members for escalation when necessary.