Customer Experience Officer – FinTech Support

About the role

ACE Money Transfer is looking for a Customer Experience Officer/Executive to deliver high‑quality support across chat, email and phone. You will help customers with transaction and account queries while ensuring compliance with KYC/AML regulations.

Key responsibilities

• Respond promptly to customer inquiries via chat, email and phone.
• Assist with transaction issues, account problems, complaints and general support requests.
• Guide customers through KYC/AML verification steps and document submission.
• Log, track and resolve tickets within defined SLAs.
• Document interactions, case notes and compliance observations for audit purposes.
• Escalate high‑risk or suspicious cases to the Compliance/AML teams.
• Identify recurring issues and report service or compliance gaps.

Required profile

• Bachelor’s degree in Business, Communication or related field (preferred).
• Minimum 1 year experience in customer service, support or call‑center operations.
• Strong verbal and written communication skills.
• Ability to work under pressure and maintain professionalism.
• Willingness to work rotational shifts, weekends or holidays if required.

Required skills

• Basic knowledge of CRM systems.
• Familiarity with ticket management tools.