Customer Experience Specialist - Fintech Remittance

acemoneytransfer; Jhelum; On-site; PKR 335,000 - 670,000; Full time

Job summary

ACE Money Transfer is seeking a Customer Experience Officer/Executive to ensure a seamless, customer-centric remittance journey. You will handle inquiries, resolve issues, and coordinate with product, compliance, and operations to enhance service reliability and empathy.

The role emphasizes regulatory compliance (KYC/AML), data protection, and delivering quality experiences across touchpoints. Fresh graduates with strong communication may also be considered.

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 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 skills

Interpersonal skills

Problem solving

Fintech familiarity

MS Office

CRM

Education

Bachelor's degree (Business Administration/Finance/Commerce)

Tools

MS Office

CRM

Job description

ACE Money Transfer is seeking a Customer Experience Officer/Executive to ensure a seamless, customer-centric remittance journey. You will handle inquiries, resolve issues, and coordinate with product, compliance, and operations to enhance service reliability and empathy.

The role emphasizes regulatory compliance (KYC/AML), data protection, and delivering quality experiences across touchpoints. Fresh graduates with strong communication may also be considered.