Customer Experience Officer /Executive

The Customer Service Officer/Executive will play a vital role in delivering a smooth and customer-focused experience throughout the remittance process. This position involves managing customer communications via phone, email, and chat, resolving inquiries and complaints, and ensuring service quality meets company standards. The officer will act as the customer’s advocate, working closely with internal teams to improve processes and uphold compliance with regulatory requirements such as KYC, AML, and data protection. The goal is to provide reliable, empathetic service that enhances overall customer satisfaction.

Key Responsibilities

- Serve as the primary contact for customers, addressing questions related to remittance transactions, account setup, and service procedures.
- Manage customer interactions across multiple channels, including phone, email, and chat.
- Monitor the entire customer journey to identify challenges and suggest improvements.
- Ensure all customer requests comply with relevant regulatory standards.
- Escalate unresolved issues to appropriate departments and track progress until resolution.
- Maintain detailed and accurate records of customer interactions and feedback within the CRM system.
- Support the development and implementation of customer experience initiatives and service quality benchmarks.
- Collaborate with product, compliance, and operations teams to optimize processes and enhance customer satisfaction.
- Assist in preparing regular reports on customer feedback, complaints, and service performance metrics.
- Educate customers on digital platforms, transaction procedures, and self-service tools to improve efficiency.

Required Qualifications

- Bachelor’s degree in Business Administration, Finance, Commerce, or a related discipline.
- 0-2 years of experience in customer service or customer experience roles, preferably within fintech, banking, or remittance sectors.
- Strong verbal and written communication skills in English.
- Proficiency in Microsoft Office and CRM software.
- Excellent interpersonal skills with a customer-first approach.
- Ability to work effectively under pressure in a fast-paced environment.

Preferred Qualifications and Benefits

- Familiarity with remittance services, financial products, or the fintech industry is advantageous.
- Fresh graduates with strong communication and customer handling skills are encouraged to apply.
- Opportunity to work within a dynamic, multinational fintech company headquartered in Manchester, UK.
- Be part of a fast-growing organization committed to innovation, regulatory compliance, and shaping the future of global money transfers.
- Collaborate with diverse, talented teams across multiple regions and take ownership of meaningful work that impacts customers worldwide.

ACE Money Transfer is a leading UK-based fintech company providing fast, secure, and affordable online remittance services. Operating across 29 countries in the UK, Europe, Canada, and Australia, ACE enables cross-border money transfers to over 100 countries globally. The company’s platform supports individuals in sending money to family, funding education, and building better futures internationally. As part of the ACE Group, the organization fosters a culture of growth, innovation, and strong regulatory adherence, offering employees the chance to contribute to the evolving landscape of digital payments and global financial connectivity.