Customer Protection Associates 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.
Responsibilities
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 be an owner by providing timely and accurate resolution based on customer and market needs.
Aim for the stars during goal setting and keep continuous improvement top of mind whether it be for personal development or process enhancement.
Identify suspicious activities and unusual patterns that could result in fraud including but not limited to AML issues and activities reported by other staff members.
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.
Answer transferred calls from the Customer Service team regardi
Requirements
Customer Protection Associate Core Competencies:
The following are the core competencies that each Remitly Risk Investigator should possess:
Decision Quality - RIs makes customer-centric and timely decisions while ensuring all risks are properly mitigated. They demonstrate wisdom and confidence in making decisions based on the information at hand.
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
Benefits
Vision insurance
Additional Information
Job Description:
At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money- we're here to move our global customers forward.
We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career-we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.
Remitly · Manila, Philippines