Customer Care Specialist – Digital Payments

Position Title: Customer Care Specialist – Digital Payments
Location: Dublin, Ireland - Hybrid
Bilingual Role: English & one additional European language (preferably Italian or Spanish)
Department: Customer Experience / Operations
Reports To: Customer Experience / Operations Manager

About the Role:

At ACE Money Transfer, we’re looking for someone who genuinely cares about people and loves helping others. As a Customer Care Specialist, you’ll be the friendly voice and helpful hand our customers rely on when they use our digital payment services. You’ll answer their questions, solve their problems, and make sure every step of their experience feels smooth and easy.
You’ll also work closely with other teams to keep things running smoothly and make sure we’re following the rules — all while making our customers feel valued and supported.

What You’ll Do:

• Be the go-to person for customers reaching out by phone, email, or chat with questions about their transactions or accounts.
• Help customers quickly and clearly, making sure they feel heard and understood, while resolving account, transaction or service-related issues on the first contact whenever possible.
• Keep good records of customer chats and calls so we can always pick up where we left off.
• Spot recurring issues customers have and share ideas on how we can improve.
• Work alongside our Compliance and Operations teams to keep interactions secure and compliant with AML/KYC and data protection standards.
• Collaborate with other teams to manage escalations, passing tricky issues to the right people and following up to ensure they’re resolved efficiently.
• Handle escalated or sensitive customer complaints with empathy and professionalism, giving extra care to vulnerable customers to ensure their concerns are fully understood and resolved appropriately.
• Guide customers in using our self-service tools and digital channels to make managing their accounts simple and reduce unnecessary calls and chats.
• Keep learning about our products, policies, and the best ways to help customers.
• Support reporting and insights by sharing customer feedback and key trends to help improve our service.
• Be part of a team that values kindness, patience, and a positive attitude.

• Someone great at talking and writing in English (other European languages are a bonus!).
• A friendly, patient person who puts customers first and listens actively.
• Comfortable handling busy or stressful situations without losing their cool.
• Some knowledge or interest in finance, remittance, or fintech is helpful but not essential.
• Confident using computers, especially MS Office and CRM or call center software.
• Someone who pays attention to detail, can multitask, and likes keeping things organized.
• A problem-solver who isn’t afraid to take the lead when needed.
• Open to learning new things, adapting to changes, and contributing ideas to improve our processes.

• A degree in Business, Finance, Commerce, or a similar field is nice to have but not a deal-breaker.
• 1 to 3 years of experience in customer service is ideal, especially if you’ve worked in banking, fintech, or remittance.
• Some familiarity with AML/KYC or financial regulatory standards would be a plus.
• Experience supporting customers across different channels (phone, chat, and email) is helpful.
• If you’re a fresh graduate with strong communication skills and a can-do attitude, we’d love to hear from you!

• We’re a global fintech company with lots of room to grow your career.
• Our team is supportive, friendly, and collaborative; you won’t feel alone here.
• You’ll get hands-on experience with international money transfers and learn from the best in the industry.
• We believe in making financial services easy and reliable for everyone — and you’ll be part of that mission.

Website: https://acemoneytransfer.com