Risk Investigator

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Remitly, Inc. Full time

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

Risk Investigator (RIs) are Remitly ambassadors who earn customer loyalty by providing service that is personalized, convenient, and secure. They ensure high quality customer experience through a customer-centric mindset and their ownership of risk mitigation in compliance with various regulations and policies to ensure timely delivery of customer transactions.

Who You Are:

Risk Investigator (RI) Core Competencies:

  • Customer-Centric Focus - RIs provide a personalized experience for each customer. They are dedicated to addressing the customer's needs and values customer time by providing timely and accurate solutions. They are committed to understanding the customer's intent and motivations to use Remitly's service and show authenticity and empathy in their responses.
  • Decision Quality - RIs make customer-centric and timely decisions while ensuring all risks are properly mitigated.
  • Resolution Focus - RIs possess a critical eye and a sharp analytical mind. They come up with creative and objective solutions that adhere to the company's processes and regulatory requirements.
  • Emotional Intelligence - RIs have a strong sense of agency and are able to regulate their own emotions to communicate effectively and provide peace of mind to our customers.
  • Ethics & Values - RIs exhibit behaviors that are consistent with the company's cultural values and principles.

Functional Competencies:

  • Advanced soft skills and de-escalation skills
  • Fast learning and adaptability skills
  • Process improvement focus
  • Effective time management skills
  • Flexibility and ability to work and learn independently

What You'll Do:

  • Review transactions and all available information to understand our customers while respecting all identities.
  • Make customer-centric decisions and take the path of least friction to protect our customers.
  • Observe customer transactions to identify fraudulent activities such as account take over, friendly fraud, theft and other similar risks.
  • Exhibit bias for action on observed patterns and trends, and provide timely and accurate resolution based on customer and market needs.
  • Identify suspicious activities and unusual patterns that could result in fraud.
  • Contact customers and banking institutions to verify legitimate transactions and payment information.
  • Communicate effectively, showing respect, genuine empathy, and care.
  • Properly document all interactions and findings via the organization's tools and platforms.
  • Be data driven when presenting feedback and recommendations.
  • Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behavior.
  • Serve as backup support for the Customer Service team when needed.
  • Provide critical support as needed to handle escalations and process Risk Reviews.
  • Partner and collaborate effectively with the rest of the Customer Success and Risk Operation Teams.
  • Contribute and participate in continuous improvement projects aimed at improving operational processes.

Job Qualifications:

  • Must hold at least High School Diploma
  • At least one (1) year of working experience in Risk Management or related fields such as E-Commerce, Fraud Prevention, Quality Control, Retail, Tech Support or BPO (preferably under a Financial account)
  • Excellent written and verbal English communication skills
  • Ability to multi-task and perform duties with high accuracy and strong degree of urgency with minimal supervision
  • Proven ability to work in fast paced dynamic environments
  • Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
  • Typing proficiency of at least 30 words per minute

Preferred Qualifications:

  • Process improvement and documentation experience
  • Bachelor's Degree in Management, Finance, Business or related field
  • Six Sigma Certification: Yellow Belt

Our Benefits:

  • Rice Allowance
  • Transportation Allowance
  • Paid Vacation
  • Medical, Dental & Vision
  • Accident and Life Insurance
  • Employee Stock Purchase Plan (ESPP)
  • Mental Health & Family Forming Benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy, sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability, HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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