Customer Support Associate



Customer Service
Manila, Philippines
Posted on Friday, December 22, 2023

Job Description:

Title: Remitly Israel Customer Support Associate

Manager: Team Manager, Remitly Israel

Department: Remitly Israel

Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. This vision guides our goal of 11M QAUs and 50% of customers (~6M QAUs) using multiple Remitly products by 2026. As part of this mission Remitly acquired Rewire, a startup from Israel in 2022 and the two companies have undergone a full merge.

About the role:

In Remitly Israel, we help immigrant communities in Israel to deposit and send money to their loved ones via Rewire app using RFD as a send method amongst other 3rd party providers. 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.

As a Customer Support Associate, your role is to support Remitly IL customers throughout their remittance journey. You will provide a best-of-class customer experience (inbound and outbound), and you will act as a liaison officer to help identify product and program opportunities to continuously improve standard operating procedures. As a customer centric Remitlian, you will also take part and deliver customer insights from day-to-day work and specific 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 Customer Support Associate supporting Remitly Israel customers.

Job Responsibilities:

  • Provide exceptional customer service experience to Remitly Israel customers on their inquiries or remittances processed through their Remitly Israel app/ web via inbound and outbound communication with the customers .

  • Serve as the point of contact for Remitly Israel customers and ensures a seamless CS process for inbound and outbound communications with Remitly Israel customers.

  • Identifies high risk customer transactions as they arise while always being compliant and working according to IL and EU compliance demands .

  • Communication to customers that have had their account systemically compromised

  • Help provide customer and operational insights to new and ongoing projects as they arise.

  • Contribute ideas and strategies to eliminate/reduce Remitly Israel customer friction and provide Best in class customer service experience

  • You are focused on continuous improvement, believing that the issue is not resolved until the root cause has been addressed

  • Coordinate with Remitly Israel management 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 to current and previous associates that worked with Remitly Israel

  • Have worked for Remitly Israel for at least 3 months

  • 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 an/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:

  • Working 5 days/ week

  • Must be willing to work on-site (but should be amenable to Work from Home as required by the business)

  • Must have an ISP with minimum 25 MBPS speed

  • Must be amenable with shifting schedules

  • Must be very agile and should be able to work well under pressure

  • Keeping in mind that we are in an evolving field and company and JD can change every so often

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.