Customer Experience Officer/Executive

About Us:
We are a dynamic and fast-growing financial technology group headquartered in Manchester, United Kingdom, with an established presence across the UK, Europe, Canada, Australia, Pakistan, and Bangladesh. Our group, encompassing ACE Money Transfer and ACE Union, operates across two regulated verticals: Electronic Money Services (EMI) and Cross-Border Remittances.
Through our digital platforms, including mobile apps, web portals, and APIs, we deliver a comprehensive range of regulated financial services. These include digital payments, e-wallets, electronic money issuance, prepaid cards, mobile top-ups, bill payments, and international money transfers, designed to serve both individual and business customers in over 100 countries. By leveraging cutting-edge technologies such as AI for fraud detection, automation for seamless transactions, and partnerships with global leaders like Mastercard, we provide secure, user-friendly, and accessible financial solutions that adapt to the evolving needs of a global customer base.
As we scale our EMI and remittance operations amid 2025's fintech landscape—marked by real-time payments, embedded finance, blockchain integration, and sustainability initiatives—we are building a leadership team to drive innovation, regulatory compliance, and excellence across our dual-regulated ecosystem.

Position Summary
The Customer Experience Officer/Executive will be responsible for ensuring a seamless, efficient, and customer-centric experience across all touchpoints of the remittance journey. This role involves managing customer interactions, addressing queries and complaints, monitoring service quality, and collaborating with internal teams to enhance customer satisfaction. The officer will serve as the voice of the customer, ensuring that the company’s remittance services are delivered with reliability, compliance, and empathy.

Key Responsibilities

• Act as the first point of contact for customers through phone, email and chat.
• Handle customer inquiries regarding remittance transactions, account setup, service processes, and problem resolution.
• Monitor 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 to relevant departments and ensure timely follow-up until closure.
• 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 and enhance customer satisfaction.
• Support in preparing periodic reports on customer feedback, complaints, and service performance.
• Educate customers on digital channels, transaction processes, and self-service options to enhance efficiency.

Requirements:

Key Competencies & Skills

• Strong communication skills (verbal & written) in English.
• Excellent interpersonal and problem-solving abilities with customer-first mindset.
• Ability to handle stress and work effectively in a fast-paced environment.
• Familiarity with remittance services, financial products, or fintech industry is a plus point.
• Proficiency in MS Office and CRM.

Qualifications & Experience

• Bachelor’s degree in Business Administration, Finance, Commerce, or related field.
• 0–3 years of experience in customer service/customer experience, preferably in fintech, banking, or remittance industry.
• Fresh graduates with strong communication and customer handling skills may also be considered.

Job Type: Full-time

Pay: Rs60,000.00 - Rs90,000.00 per month

Application Question(s):

• Do you speak English Proficiently ?
• What is your current compensation package?
• What is your expected salary?
• Is it possible for you to commute daily to Gulberg-3 Lahore, or to relocate to Lahore city for this job?
• The shift timing connected with the role is 01 PM PST to 10 PM PST. Is it feasible for you to work in these timings?

Education:

• Bachelor's (Required)

Work Location: In person