Customer Experience Lead - Fintech Remittance

ACE Money Transfer; Kharian; On-site; PKR 800,000 - 1,200,000; Full time

Job summary

ACE Money Transfer, a UK-based fintech, seeks a Customer Experience Officer to ensure a seamless remittance journey, handling inquiries, complaints, and account setup with a customer-first mindset.

You will monitor service quality, collaborate with product, compliance and operations, educate customers on digital channels, and help drive continuous improvements while maintaining regulatory standards.

Qualifications

• Bachelor's degree in Business Administration, Finance, Commerce, or related field.
• 0–3 years of experience in customer service/customer experience, preferably in fintech, banking, or remittance industry.
• Fresh graduates with strong communication and customer handling skills may also be considered.

Responsibilities

• Act as the first point of contact for customers through phone, email and chat.
• Handle customer inquiries regarding remittance transactions, account setup, service processes, and problem resolution.
• Monitor end-to-end customer journey to identify pain points and recommend process improvements.
• Ensure compliance with regulatory requirements (KYC, AML, data protection) while addressing customer requests.
• Escalate unresolved issues to relevant departments and ensure timely follow-up until closure.
• Maintain accurate records of customer interactions and feedback in the CRM system.
• Assist in creating and implementing customer experience initiatives and service quality standards.
• Collaborate with product, compliance, and operations teams to streamline processes and enhance customer satisfaction.
• Support in preparing periodic reports on customer feedback, complaints, and service performance.
• Educate customers on digital channels, transaction processes, and self-service options to enhance efficiency.

Skills

Communication

Interpersonal skills

Stress management

Remittance fintech knowledge

MS Office

CRM familiarity

Education

Bachelor's degree in Business Administration/Finance/Commerce

Tools

MS Office

CRM

Job description

ACE Money Transfer, a UK-based fintech, seeks a Customer Experience Officer to ensure a seamless remittance journey, handling inquiries, complaints, and account setup with a customer-first mindset.

You will monitor service quality, collaborate with product, compliance and operations, educate customers on digital channels, and help drive continuous improvements while maintaining regulatory standards.