Customer Service Associate

Job Description
About the role:
As a Customer Service Associate, your role is to support Remitly New initiatives customers such as Remitly IL, Remitly Wallet. You will act as a liaison officer to help identify product and program opportunities to continuously improve standard operating procedures to deliver best-in-class customer experience. As a customer centric Remitlian, you will also coordinate and deliver multiple customer impacting projects and initiatives relevant to improving the lives of our customers across the globe.

This position will be opened in the Manila service delivery center. You will be assigned as a New initiatives Associate supporting a wide variety of new initiatives - e.g. Remitly Wallet(SoV), Remitly Access, Remitly IL and Remitly Flex.

Job Responsibilities

• Provide exceptional customer service experience to both Remitly IL & Remitly Wallet customers on their inquiries related to their Remitly Wallet account and/or remittances processed through Rewire or Remitly app
• Helps analyze and provide solutions to new and ongoing system errors
• Contributes ideas and strategies to eliminate/reduce app errors to provide seamless customer experience
• Helps identify partner processing errors and system errors across the whole customer journey to provide Best in class customer service experience
• Helps troubleshoot both wallet and remittance related issues to identify the most effective and efficient resolution
• Ensures the end-to-end resolution of escalated cases
• Handles escalated customer concerns related to wallet issues, disbursement issues, declined transactions and other issues impacting overall customer experience
• Tracks any product defects and opportunities to help our product team in identifying product improvement initiatives
• Helps in collating common trends and risks related to specific partners to be provided as feedback to our internal partners including but not limited to: areas to improve processing time and customer experience
• Own and handle as appropriate stale transactions and complaints
• You are focused on continuous improvement, believing that the issue is not resolved until the root cause has been addressed
• Coordinate with corporate team members 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

Job Qualifications

• Open for RIL CS, RIL Ops, CPT
• Mastery of Product, Process, Business Economics and Service Standards including but not limited to Core Remittance
• Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months.
• 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.
• Should not have had any DA, no verbal, written, and final warning for the past 6 months. No suspension for the past 12 months.
• Strong communication skills, both written and verbal
• Proficient in MS Office and Google Documents and/or applications
• Has an inquisitive mind and proactively challenge the norms constructively
• Knowledge of the financial services or payments industry is a distinct advantage

Working Conditions

• Must be willing to work on-site
• Must be amenable with shifting schedules
• Must be very agile and should be able to work well under pressure

Who We Are
Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sound like the place for you? Join us.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an E-Verify Employer

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