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
  
  

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
  
  

Key Competencies

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

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile

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