Customer Care Specialist – Digital Payments

Position Title: Customer Care Specialist – Digital PaymentsLocation: Dublin, IrelandDepartment: Customer Experience / OperationsReports To: Customer Experience / Operations ManagerAbout the Role:At ACE Money Transfer, we’re looking for someone who genuinely cares about people and loves helping others. As a Customer Care Specialist, you’ll be the friendly voice and helpful hand our customers rely on when they use our digital payment services. You’ll answer their questions, solve their problems, and make sure every step of their experience feels smooth and easy.You’ll also work closely with other teams to keep things running smoothly and make sure we’re following the rules — all while making our customers feel valued and supported.What You’ll Do:Be the go-to person for customers reaching out by phone, email, or chat with questions about their transactions or accountsHelp customers quickly and clearly, making sure they feel heard and understood, while resolving account, transaction or service-related issues on the first contact whenever possibleKeep good records of customer chats and calls so we can always pick up where we left offSpot recurring issues customers have and share ideas on how we can improveWork alongside our Compliance and Operations teams to keep interactions secure and compliant with AML/KYC and data protection standardsCollaborate with other teams to manage escalations, passing tricky issues to the right people and following up to ensure they’re resolved efficientlyHandle escalated or sensitive customer complaints with empathy and professionalism, giving extra care to vulnerable customers to ensure their concerns are fully understood and resolved appropriatelyGuide customers in using our self-service tools and digital channels to make managing their accounts simple and reduce unnecessary calls and chatsKeep learning about our products, policies, and the best ways to help customersSupport reporting and insights by sharing customer feedback and key trends to help improve our serviceBe part of a team that values kindness, patience, and a positive attitudeWhat We’re Looking For:Someone great at talking and writing in English (other European languages are a bonus!)A friendly, patient person who puts customers first and listens activelyComfortable handling busy or stressful situations without losing their coolSome knowledge or interest in finance, remittance, or fintech is helpful but not essentialConfident using computers, especially MS Office and CRM or call center softwareSomeone who pays attention to detail, can multitask, and likes keeping things organizedA problem-solver who isn’t afraid to take the lead when neededOpen to learning new things, adapting to changes, and contributing ideas to improve our processesWhat You Need:A degree in Business, Finance, Commerce, or a similar field is nice to have but not a deal-breaker1 to 3 years of experience in customer service is ideal, especially if you’ve worked in banking, fintech, or remittanceSome familiarity with AML/KYC or financial regulatory standards would be a plusExperience supporting customers across different channels (phone, chat, and email) is helpfulIf you’re a fresh graduate with strong communication skills and a can-do attitude, we’d love to hear from you!Why You’ll Love Working Here:We’re a global fintech company with lots of room to grow your careerOur team is supportive, friendly, and collaborative; you won’t feel alone hereYou’ll get hands-on experience with international money transfers and learn from the best in the industryWe believe in making financial services easy and reliable for everyone — and you’ll be part of that missionWebsite: https://acemoneytransfer.comPowered by JazzHRBjvXouzbBf