Fintech Customer Experience Lead (Remittance)

ACE MONEY TRANSFER LIMITED; Jhelum; On-site; PKR 420,000 - 840,000; Full time

Job summary

ACE Money Transfer Limited in Pakistan is seeking a Customer Service Officer/Executive to ensure a seamless remittance experience across touchpoints. You will manage inquiries via phone, email, and chat, resolve issues, and uphold KYC/compliance standards.

Responsibilities include monitoring customer journey, maintaining CRM records, collaborating with product and compliance teams, and educating customers on digital channels.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Commerce, or related field.
• 0-2 years of experience in customer service/customer experience, preferably fintech or remittance.
• Fresh graduates with strong communication and customer handling skills may also be considered.

Responsibilities

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

Skills

Strong communication

Interpersonal skills

Problem solving

Stress management

CRM familiarity

MS Office

Education

Bachelor’s degree in Business Administration, Finance, Commerce, or related field

Tools

CRM

MS Office

Job description

ACE Money Transfer Limited in Pakistan is seeking a Customer Service Officer/Executive to ensure a seamless remittance experience across touchpoints. You will manage inquiries via phone, email, and chat, resolve issues, and uphold KYC/compliance standards.

Responsibilities include monitoring customer journey, maintaining CRM records, collaborating with product and compliance teams, and educating customers on digital channels.