About the Position

Customer Protection Associate (For Pooling)

Location: Mandaluyong City, Manila, Philippines

Category: Customer Success

Job ID: R_101422

Job Type: Regular

Salary: $1.0 - $1,000,000.00 USD YEAR

About the Role

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.

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.
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 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.

Requirements

Core Competencies:
- Customer-Centric Focus
- Decision Quality
- Resolution Focus
- Emotional Intelligence
- Ethics & Values
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
Qualifications:
- Must hold at least High School Diploma
- At least one (1) year of working experience in Risk Management or related fields such as E-Commerce, Fraud Prevention, Quality Control, Retail (process payments, debit cards, credit cards, reimbursements, disputes.), Tech Support or BPO (preferably under a Financial account)
- 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

We Offer

Rice Allowance
Transportation Allowance
Paid Vacation
Medical, Dental & Vision
Accident and Life Insurance
Employee Stock Purchase Plan (ESPP)
Mental Health & Family Forming Benefits

About the Company

At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most.

Remitly is an E-Verify Employer. At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Our Team

Read more about what our Remitlians say and our award-winning culture. If you're not ready to apply, stay connected by joining our talent community.

Customer Protection Associate (For Pooling)

Job description