About Us

ACE Money Transfer is a UK-based multinational company headquartered in Manchester, United Kingdom. We provide secure online remittance services to customers in 29 countries across the UK, Europe, Canada, and Australia, enabling cross-border money transfers to 100+ countries worldwide.

Job Summary

We are seeking a Customer Experience Officer/Executive responsible for delivering high-quality customer support across multiple communication channels. The role focuses on resolving customer queries, supporting transaction and account-related issues, and ensuring compliance with KYC/AML regulatory requirements. The ideal candidate will demonstrate robust communication skills, attention to detail, and a customer-focused approach to enhance service quality and customer satisfaction.

Key Responsibilities

- Respond to customer inquiries through chat, email, and phone in a timely and professional manner.
- Assist customers with transaction queries, account issues, complaints, and general support requests.
- Support KYC and AML processes, including guiding customers on verification requirements, document submission, and status updates.
- Ensure all customer interactions comply with company policies, service quality standards, and regulatory (KYC/AML) requirements.
- Log, track, and resolve customer tickets within defined SLAs and service timelines.




- Follow up with customers to ensure complete and satisfactory issue resolution.
- Accurately document customer interactions, case notes, and compliance observations for audit purposes.
- Escalate complex, high-risk, or suspicious cases to the Compliance or AML teams as per procedures.
- Identify recurring customer issues and report potential service or compliance gaps to supervisors.
- Maintain up-to-date knowledge of company products, services, and regulatory guidelines.

Required Skills & Qualifications

- Bachelor’s degree in Business, Communication, or a related field (preferred).
- Minimum 1 year of experience in customer service, support, or call center operations.
- Experience in fintech or financial services will be an advantage.
- Strong verbal and written communication skills.
- Good problem-solving and customer-handling abilities.
- Ability to work under pressure while maintaining professionalism.
- Basic knowledge of CRM systems and ticket management tools.
- Attention to detail with accurate documentation skills.
- Willingness to work rotational shifts, weekends, or holidays if required.

Key Competencies

- Customer-focused approach
- Active listening and empathy
- Time management
- Conflict resolution
- Adaptability and learning mindset
- Accountability and ownership
- Team collaboration

ACE Money Transfer Profile: https://acemoneytransfer.com/company-profile

📌 Customer Experience Officer/Executive (Jhelam)
🏢 ACE Money Transfer
📍 Jhelam