Customer Experience Officer

About the role

ACE Money Transfer is seeking a Customer Experience Officer to deliver exceptional support across chat, email and phone. The role focuses on timely resolution of queries, compliance with KYC/AML regulations and maintaining high service quality for our international remittance customers.

Key responsibilities

• Respond promptly and professionally to customer inquiries across chat, email, and phone channels.
• Assist customers with transaction‑related queries, account issues, complaints and general support, ensuring accurate and timely resolutions.
• Handle KYC and AML inquiries, guide customers on verification requirements, document submission and status updates.
• Ensure all interactions comply with quality standards, regulatory requirements and internal compliance guidelines.
• Track, manage and resolve customer tickets within defined SLAs, including compliance‑related cases.
• Follow up with customers to guarantee complete and satisfactory issue resolution.
• Document interactions, KYC/AML observations, feedback and case notes for audit and compliance purposes.
• Escalate high‑risk, suspicious or complex cases to Compliance, AML or relevant internal teams.
• Identify recurring issues and potential compliance gaps, recommending process or service improvements.
• Maintain up‑to‑date knowledge of products, services, policies and regulatory requirements.
• Contribute to customer experience enhancements, risk mitigation and operational improvements.

Required profile

• Bachelor’s degree in Business, Marketing, Communication or a related field (preferred).
• Minimum one year of experience in customer service, support or call‑center environments.
• Fintech experience is a plus.
• Ability to work shifts, weekends or rotational schedules if required.
• Strong problem‑solving and analytical abilities, with the capacity to handle pressure while maintaining professionalism and empathy.

Required skills

• CRM systems
• Ticket management platforms
• Customer support tools