Business Customer Associate at Remitly

Manila, National Capital Region, Philippines

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Fintech, RemittancesIndustries

Requirements

Prior experience working with or supporting small and micro businesses (strong plus)
Demonstrated curiosity and passion for helping businesses succeed
Growth mindset, with the ability to adapt, learn, and continuously improve
Unique perspective on supporting small businesses, bringing fresh insights and approaches
Distinct skill set that enables effective problem-solving and tailored support
Strong business acumen with the ability to understand and navigate business needs
Partnership-oriented mindset, building collaborative and lasting relationships
Strong communication skills, both written and verbal
Strong CS, Disbursement and Risk experience
For Internal Applicants: Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months
For Internal Applicants: Have received a rating of no lower than “Strong Impact” on most recent performance reviews and must not currently be on a Performance Improvement Plan

Responsibilities

Helps analyze and provide solutions to ongoing customer service, partner, risk and/or system errors/issues
Serves as the point of contact for business customers related to processing errors including but not limited to customer service concerns, partner related issues, risk related concerns, engineering concerns and reconciliation inquiries
Liaise with internal specialized teams such as Disputes, Complaints, Compliance, etc. to ensure end-to-end resolution for escalated cases
Contributes ideas and strategies to reduce partner processing errors and system errors to provide best-in-class customer service experience for business customers
Handles escalated customer concerns related to disbursement issues, declined transactions and other business related escalations
Helps in collating common trends and risks related to specific partners/corridors to be provided as feedback to internal partners/teammates including areas to improve processing time and customer experience
Proactively provide transaction updates to business customers through enhanced business framework
Assists business customers from customer onboarding to transaction completion and ensures best-in-class customer experience
Identifies high risk transactions within the business portfolio and helps mitigate potential risks that may impact the business, our brand and our customers
Communication to customers that have had their account systemically compromised
Own and handle as appropriate stale transactions and complaints
Focused on continuous improvement, believing that the issue is not resolved until the root cause has been addressed
Coordinate with corporate team members (including product, engineering, etc.) to resolve escalated client and/or customer issues
Promote the Remitly Cultural Values through both behavior and attitude, including being an advocate for team members

Skills

Customer Service

Issue Resolution

Cross-Functional Collaboration

Risk Analysis

Data Analysis

Escalation Management

Stakeholder Liaison

Trend Analysis

Process Improvement

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

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