Bilingual Customer Care Specialist - Digital Payments

acemoneytransfer; Dublin; Hybrid; EUR 32,000 - 42,000; Full time

Job summary

ACE Money Transfer in Dublin is seeking a Customer Care Specialist for its digital payments platform. You will handle inquiries via phone, email, and chat, resolve issues on first contact when possible, and maintain records to ensure smooth handoffs.

You’ll work with Compliance and Operations to stay AML/KYC compliant, support multichannel customer service, and contribute to process improvements while growing your product knowledge and helping customers feel valued.

Qualifications

• 1–3 years of customer service experience, ideally in banking, fintech, or remittance.
• Familiarity with AML/KYC or financial regulatory standards is a plus.
• Experience supporting customers across phone, chat, and email channels.
• Degree in Business, Finance, or Commerce is nice to have but not a deal-breaker.
• Strong communication skills in English; other European languages are a bonus.

Responsibilities

• 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 wherever 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.

Skills

Communication skills

Multitasking

Customer focus

Problem solving

Empathy

Adaptability

Tech-savvy

Education

Degree in Business/Finance/Commerce or similar

Tools

CRM software

MS Office

Job description

ACE Money Transfer in Dublin is seeking a Customer Care Specialist for its digital payments platform. You will handle inquiries via phone, email, and chat, resolve issues on first contact when possible, and maintain records to ensure smooth handoffs.

You’ll work with Compliance and Operations to stay AML/KYC compliant, support multichannel customer service, and contribute to process improvements while growing your product knowledge and helping customers feel valued.