Care Specialist – Digital Payments

Position Title: Customer Care Specialist – Digital Payments
Location: Dublin, Ireland - Hybrid (regular office attendance required as per Business Requirements)
Bilingual Role : English + one additional European language (Italian or French preferred)
Department: Customer Experience / Operations
Reports To:  Operations Manager

About 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 our Compliance and Operations teams to keep everything secure and compliant, while making every customer feel valued and supported.

What You’ll Do

- Serve as the primary point of contact for customers via phone, chat, and email, assisting them with inquiries related to their transactions and 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 whenever possible.
- Keep accurate records of customer chats and calls so we can always pick up where we left off.
- Spot recurring customer issues 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 complex issues to the right people and following up to make sure they’re resolved efficiently.
- Handle escalated or sensitive complaints with empathy and professionalism, giving extra care to vulnerable customers so their concerns are fully understood and resolved appropriately.
- Guide customers in using our self-service tools and digital channels, making it simple to manage their accounts and reducing unnecessary calls and chats.
- Support reporting and insights by sharing customer feedback and key trends to help improve our service.
- Keep learning about our products, policies, and the best ways to help customers.

What We’re Looking For

- Fluent English plus one additional European language, ideally Italian or French, both written and spoken.
- Previous customer service experience, ideally 1 to 3 years, with a strong preference for candidates from remittance, fintech, or banking.
- Experience supporting customers across calls, chat, and email.
- Familiarity with AML/KYC or financial regulatory standards is a plus.
- A friendly, patient person who listens actively and puts customers first.
- Calm under pressure and comfortable in a busy environment.
- Confident with MS Office and CRM or call centre software.
- Organised and detail-oriented, and able to multitask.
- A proactive problem-solver who is open to learning, adapting to change, and sharing ideas to improve our processes.
- A degree in Business, Finance, Commerce, or a related field is nice to have but not essential.

Work Location

This is a hybrid role based in Dublin. While you’ll mainly work from home, you may be asked to come into our Dublin office from time to time, for example for training, team meetings, or business needs. Candidates should live within easy commuting distance of the office and be flexible to attend when required.

Why You’ll Love Working Here

- We’re a global fintech company with lots of room to grow your career.
- Our team is supportive, friendly, and collaborative, so you’ll always have support when you need it.
- You’ll get hands-on experience with international money transfers and learn from the best in the industry.
- We believe in making financial services easy and reliable for everyone, and you’ll be part of that mission.

About ACE Money Transfer:

ACE Money Transfer is a UK-based multinational fintech headquartered in Manchester, United Kingdom. We provide fast, secure and affordable online remittance services to customers in 29 countries across the UK, Europe, Canada and Australia, and we enable cross-border money transfers to 100+ countries worldwide. Every day, our platform helps people support their families, pay for education and build better futures across borders. As part of the wider ACE Group, we combine a fast-paced growth culture with strong regulatory standards and a commitment to innovation in digital payments. At ACE you will work with talented, diverse teams across multiple regions and take real ownership of work that matters. You will also help shape the future of global money movement. Learn more: ACE Money Transfer | Company Profile

Ready to Apply?

If this sounds like you, we’d love to hear from you! Candidates must have the right to work in Ireland.

Website: https://acemoneytransfer.com