Consumer Advocacy Representative at Remitly

Manila, Metro Manila, Philippines

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial ServicesIndustries

Requirements

Bachelor’s degree holder
At least 2 years of BPO experience
Typing Speed: 40 words per minute
Willing to work on night shift schedule
Email correspondence experience and business writing skills (plus)
Knowledgeable of MS Office
No attendance issues
Willing to work on shifting schedules and work on Philippine Holidays and/or render overtime when necessary
Background in the US Insurance industry preferred
Experience in handling customer escalation

Responsibilities

Handle calls, respond to emails, and provide chat support for customer issues
Provide product and service information to customers
Suggest and administer programs to aid customer needs
Provide trials to customers and data users
Serve as first point of contact for consumers via telephone
Provide authentication during all consumer contacts to uphold security and privacy of PII and SPII
Provide disclosures to consumers
Assist consumers in filing disputes for all products
Review and analyze reports and instruct consumers on the best way to dispute a specific claim
Research dispute requests to ensure disputes are accurate and warranted
Educate consumers on reports, claim information, reason codes, etc
Research multiple databases for consumer’s information
Work with Dispute and Resolution teams to resolve consumer disputes
Document records of customer interactions and transactions in the approved CRM (RightNow, MBSi), recording details of inquiries, complaints, comments, and actions taken
Perform other duties as assigned

Skills

Customer Service

Phone Etiquette

Email Support

Chat Support

Dispute Resolution

CRM

RightNow

Data Analysis

Business Writing

Typing

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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