Customer Experience Executive/Senior Executive

About Us:

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. ACE Money Transfer provides online remittance services to individuals in 28 countries across UK, Europe, Canada, and Australia enabling them to send money across border in over 100 countries.

Job Summary

We are looking to hire a Customer Experience Executive/Senior Executive who will be responsible for delivering exceptional support to our customers across multiple communication channels. The ideal candidate will ensure timely resolution of customer queries, provide accurate information, and maintain a high standard of service quality as per regulatory requirements (KYC/AML). This role requires strong communication skills, problem-solving abilities, and a customer-centric mindset to enhance overall customer satisfaction and brand experience.

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-related inquiries, including customer guidance on verification requirements, document submission, status updates, and basic compliance checks in line with company policies.
• Ensure all customer interactions comply with quality standards, regulatory requirements (KYC/AML), and internal compliance guidelines.
• Track, manage, and resolve customer tickets within defined SLAs and service timelines, including compliance-related cases.
• Follow up with customers as required to ensure complete and satisfactory resolution of issues.
• Accurately document customer interactions, KYC/AML observations, feedback, and case notes within the system for audit and compliance purposes.
• Escalate high-risk, suspicious, or complex cases to Compliance, AML, or relevant internal teams while ensuring clear communication and end-to-end follow-through.
• Identify recurring customer issues and potential compliance gaps, and recommend process or service improvements to enhance customer experience and operational efficiency.
• Maintain up-to-date knowledge of products, services, policies, and regulatory requirements, including KYC/AML standards.
• Actively contribute to customer experience enhancements, risk mitigation, and continuous operational improvements.

Required Skills & Qualifications

• Bachelor’s degree in Business, Marketing, Communication, or a related field (preferred).
• Minimum an year experience in customer service, support, or call center.
• Experience of fintech is a plus point.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical abilities.
• Ability to handle pressure while maintaining professionalism and empathy.
• Proficiency in using customer support tools, CRM systems, and ticket management platforms.
• Attention to detail with strong documentation and follow-up skills.
• Ability to work in shifts, weekends, or rotational schedules (if required).

Key Competencies

• Customer-centric mindset
• Active listening
• Conflict resolution
• Time management
• Adaptability
• Ownership and accountability
• Team collaboration

Job Type

• Full-time/Contractual
• Rotational shifts may apply