Business Customer Associate

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. This vision guides our goal of 13M QAUs with more than 50% of customers using complimentary products by 2027. Since 2023, we have been providing services beyond the traditional remittances through Remitly Wallet, Remitly Pay Later and Small Micro Business offerings. We strive daily to meet our promises to our customers by building peace of mind into everything we do.

About the role:

As a Business Customer Associate supporting Remitly's operations in the Philippines and Nicaragua, you will act as a liaison between Remilty and our business customers responsible in resolving customer inquiries with faster SLA and provide insights on how we can improve our products and services. You must excel as a self-starter and work well with cross-functional teams including but not limited to DEX, engineering, product team, internal Customer Success teams and account management. This position is based in Mandaluyong City, Philippines.

Job 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 we provide the 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 our internal partners/teammates including but not limited to: 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.
• 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(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

Job Qualifications:

• Prior experience working with or supporting small and micro businesses is a strong plus.
• Demonstrated curiosity and passion for helping businesses succeed.
• A growth mindset, with the ability to adapt, learn, and continuously improve.
• A unique perspective on supporting small businesses, bringing fresh insights and approaches.
• A distinct skill set that enables effective problem-solving and tailored support.
• Strong business acumen with the ability to understand and navigate business needs.
• A 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.
• For Internal Applicants: Should not have had any DA, no verbal, written, and final warning for the past 6 months. No suspension for the past 12 months.
• Proficient in MS Office/Google Documents
• 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.