Operations Specialist at Remitly

Iloilo City, Western Visayas, Philippines

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Fintech, BPOIndustries

Requirements

Bachelor’s degree or equivalent in any field
Completed at least 2 years level in college (no back subjects/incomplete units), depending on years of BPO experience
At least 1-2 years BPO/shared service or relevant experience (fresh graduates can be accommodated depending on communication skills and behavioral aspect)
Basic knowledge of standard computer applications (Word, Excel, Outlook, Internet applications)
Ability to work with deadlines and great attention to detail
Excellent English oral and written communication skills
Flexible and able to adapt to different business requirements, onsite or hybrid work arrangement, and rotating work schedule
Must be willing to work in REPH Iloilo site

Responsibilities

Handle inbound and outbound customer calls professionally and efficiently, addressing inquiries, concerns, and requests with accuracy and empathy
Provide product or service information, troubleshoot issues, and offer appropriate solutions to ensure customer satisfaction
Document customer interactions in the system accurately, including details of inquiries, complaints, and resolutions
Follow established call scripts and protocols, while maintaining flexibility to adapt to unique customer needs
Meet performance metrics such as call handling time, customer satisfaction scores, and first-call resolution rates
Collaborate with team members and other departments to resolve complex issues and escalate cases when necessary
Stay updated on product knowledge, policies, and system changes through regular training and team briefings
Maintain a positive and professional demeanor during all customer interactions, contributing to a supportive and service-oriented team culture

Skills

Excel

Word

Outlook

Customer Service

Call Handling

Troubleshooting

English Communication

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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