Customer Experience Officer – Remittance Services

About the role

The Customer Experience Officer/Executive will ensure a seamless, efficient and customer‑centric experience across all touchpoints of ACE Money Transfer’s remittance journey. Acting as the voice of the customer, you will handle inquiries, resolve issues and collaborate with internal teams to continuously improve service quality.

Key responsibilities

• Serve as first point of contact for customers via phone, email and chat.
• Handle queries related to remittance transactions, account setup and problem resolution.
• Monitor the end‑to‑end customer journey, identify pain points and propose process improvements.
• Ensure compliance with KYC, AML and data‑protection regulations while addressing requests.
• Escalate unresolved issues to relevant departments and follow up until closure.
• Maintain accurate records of 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.
• Support preparation of periodic reports on feedback, complaints and performance.
• Educate customers on digital channels and self‑service options.

Required profile

• Bachelor’s degree in Business Administration, Finance, Commerce or related field.
• 0–3 years of experience in customer service or experience, preferably in fintech, banking or remittance.
• Strong verbal and written communication in English.
• Ability to work under pressure in a fast‑paced environment.

Required skills

• Proficiency in MS Office.
• Experience with CRM systems.