Customer Protection Associate
Remitly · Managua
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.
About the Role:
Customer Protection Associates (CPA) 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.
CPA support operations by taking the path of least friction in protecting our customers. They ensure a strong process for risk management and governance on fraud prevention and control. They should have a good understanding of risk management. They are expected to be role models of Remitly's cultural values who are always finding ways to enhance the customer journey.
The following are the core competencies that each Remitly Customer Protection Associate should possess:
- Customer-Centric Focus - CPA provide a personalized experience for each customer. They are dedicated to addressing the customer's needs and values customer time by providing timely and accurate solutions. They are committed to understanding the customer's intent and motivations to use Remitly's service and show authenticity and empathy in their responses. They demonstrate active listening skills and optimism to ease customers' concerns and build trust and confidence.
- Decision Quality - CPA 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.
- Resolution Focus - CPA possess a critical eye and a sharp analytical mind. They come up with creative and objective solutions that adhere to the company's processes and regulatory requirements. They meticulously document the steps they took to resolve the problem and share best practices with others so that it can be implemented and improved.
- Emotional Intelligence - CPA have a strong sense of agency and are able to regulate their own emotions to communicate effectively, manifest joy, and provide peace of mind to our customers. They acknowledge the customer's pain and demonstrate empathetic partnership and bias for action in seeking out solutions and overcoming challenges.
- Ethics & Values - CPA exhibit behaviors that are consistent with the company's cultural values and principles. They are able to identify when they are in an ethical dilemma and know when and who to consult. They maintain a high level of integrity in one's work that's anchored on what's right for the customer. They apply the company's policies and processes in a consistent, and unbiased manner. They treat people with respect and fairness. RIs are disciplined professionals that ensure that they are accountable for their own actions.
You Will:
- 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.
- Evaluate potential matches against government sanctions lists to ensure regulatory compliance in a customer centric manner
- 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 regarding transactions currently on review or those that resulted in customer dissatisfaction due to the review process.
- Provide critical support as needed to handle escalations and process Risk Reviews.
- Partner and collaborate effectively with the rest of the Customer Success and Risk Operation Teams.
- Contribute and participate in continuous improvement projects aimed at improving operational processes.
You Have:
- Must hold at least High School Diploma
- 1.5 years demonstrated work stability in your most recent job experience
- Excellent written and verbal English communication skills
- 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 onsite and during unconventional hours (evenings, weekends and holidays)
- Demonstrates flexibility to work overtime based on business needs
- Typing proficiency of at least 30 words per minute
Our Benefits:
- In Site Subsidized Meals
- Transportation
- Employee Stock Purchase Plan (ESPP)
- Mental Health & Family Forming Benefits
- Private Life Insurance
- On site Clinic and Remitly Doctor
- Continuous learning tools & certification programs
- Two consecutive days off
We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.
Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.