acemoneytransfer~3mo ago

Customer Experience Officer/Executive

Pakistan·Jhelummid

Customer SuccessCustomer Experience

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Quick Summary

Overview

About UsACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. We provide secure online remittance services to customers in 29 countries across the UK,

Technical Tools

Customer SuccessCustomer Experience

About Us

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. We provide secure online remittance services to customers in 29 countries across the UK, Europe, Canada, and Australia, enabling cross-border money transfers to 100+ countries worldwide.

Job Summary

We are seeking a Customer Experience Officer/Executive responsible for delivering high-quality customer support across multiple communication channels. The role focuses on resolving customer queries, supporting transaction and account-related issues, and ensuring compliance with KYC/AML regulatory requirements. The ideal candidate will demonstrate strong communication skills, attention to detail, and a customer-focused approach to enhance service quality and customer satisfaction.

Key Responsibilities

Respond to customer inquiries through chat, email, and phone in a timely and professional manner.
Assist customers with transaction queries, account issues, complaints, and general support requests.
Support KYC and AML processes, including guiding customers on verification requirements, document submission, and status updates.
Ensure all customer interactions comply with company policies, service quality standards, and regulatory (KYC/AML) requirements.
Log, track, and resolve customer tickets within defined SLAs and service timelines.
Follow up with customers to ensure complete and satisfactory issue resolution.
Accurately document customer interactions, case notes, and compliance observations for audit purposes.
Escalate complex, high-risk, or suspicious cases to the Compliance or AML teams as per procedures.
Identify recurring customer issues and report potential service or compliance gaps to supervisors.
Maintain up-to-date knowledge of company products, services, and regulatory guidelines.

Required Skills & Qualifications

Bachelor’s degree in Business, Communication, or a related field (preferred).
Minimum 1 year of experience in customer service, support, or call center operations.
Experience in fintech or financial services will be an advantage.
Strong verbal and written communication skills.
Good problem-solving and customer-handling abilities.
Ability to work under pressure while maintaining professionalism.
Basic knowledge of CRM systems and ticket management tools.
Attention to detail with accurate documentation skills.
Willingness to work rotational shifts, weekends, or holidays if required.