Customer Experience Officer Executive

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.

• 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.

• Customer-focused approach
• Active listening and empathy
• Time management
• Conflict resolution
• Adaptability and learning mindset
• Accountability and ownership
• Team collaboration