Customer Experience Officer / Executive

About the role

ACE Money Transfer, a UK-based fintech providing online remittance services to customers in 29 countries, is hiring a Customer Experience Officer / Executive. The role ensures a seamless, efficient and customer-centric experience across every step of the remittance journey, acting as the voice of the customer with reliability, compliance and empathy.

Key responsibilities

• Act as the first point of contact for customers by phone, email and chat
• Handle inquiries about remittance transactions, account setup, service processes and problem resolution
• Monitor the end-to-end customer journey to identify pain points and recommend process improvements
• Ensure compliance with regulatory requirements (KYC, AML, data protection) while addressing customer requests
• Escalate unresolved issues and follow up until they are closed
• Maintain accurate records of customer interactions and feedback in the CRM system
• Assist in creating and implementing customer experience initiatives and service quality standards
• Collaborate with product, compliance and operations teams to streamline processes
• Help prepare periodic reports on customer feedback, complaints and service performance
• Educate customers on digital channels, transaction processes and self-service options

Required profile

• Bachelor's degree in Business Administration, Finance, Commerce or a related field
• 0-2 years of experience in customer service or customer experience, preferably in fintech, banking or remittance; fresh graduates with strong communication and customer-handling skills may also be considered
• Familiarity with remittance services, financial products or the fintech industry is a plus

Required skills

• Strong verbal and written communication in English
• Excellent interpersonal and problem-solving abilities with a customer-first mindset
• Ability to handle stress in a fast-paced environment
• Proficiency in MS Office and CRM