At Remitly, we help immigrant communities around the world send over $6 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

The Customer Protection Associate will oversee daily fraud screening and compliance workflow to ensure timely delivery of customer transactions. They will support operations by ensuring a strong process for risk management and governance on fraud prevention and control. This position is based in Pasig City, Philippines.

Job Requirements

TRANSACTIONS

  • Monitors real time queues and identifies high risk transactions within the business portfolio
  • Observes customer transactions to identify fraudulent activity such as account take over, friendly fraud, theft and similar other risks
  • Reports identified fraudulent transactions to the leadership team
  • Resolves queued transactions within the service level agreements to reduce potential customer dissatisfaction and revenue losses
  • Recommends anti-fraud processes for changing transaction patterns and trends
  • Identify suspicious activity and unusual patterns that could result to fraud which includes AML issues and activities reported by other staff members
  • Contacts customers and banking institutions to verify legitimate transactions and payment information
  • Documents all interaction and findings in Desk.com and CRM

CUSTOMER SERVICE SUPPORT

  • Answers queries from the Customer Service queue to ensure continuous learning of the Company’s processes
  • Receives incoming calls, emails, and chat from customers in a professional, timely and appropriate manner
  • Provides accurate resolution to all customers needs that is within predefined guidelines
  • Serves as backup support for CS team when needed
  • Answers transferred calls from the CS team regarding transactions that are currently on review or resulted to dissatisfaction due to the review process
  • Receives transferred calls for “Challenge Questions”

Qualifications:

  • At least two (2) years of working experience in e-commerce fraud prevention, quality control or related field or
  • At least two (2) years working experience handling customer service in a BPO/Call Center environment, preferably under a financial account
  • Exceptional analytical and problem solving skills, including the ability to recognize non-obvious patterns
  • Excellent English communication skill both in speaking and writing
  • Has the 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 where decisions are made without compromising on customer experience and financial losses
  • Amenable to work on a shifting schedule and during declared holidays
  • Demonstrate flexibility to work overtime hours based on business needs
  • Able to apply critical thinking
  • Process improvement and documentation experience




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28 days ago - source

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