Customer Operations Associate

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:

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 Operations 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 Operations 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 .

• Helps analyze and provide solutions to new and ongoing partner and/or system errors

• 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

• Help identify partner processing errors and system errors across the remittance journey 

• Helps troubleshoot both cash-in and cash-out  related issues to identify the most effective and efficient resolution.

• Liaison with RFD counterparts working on the Remitly RFD platform 

• Handles escalated customer concerns related to cash-in and cash-out  and onboarding issues, declined transactions and other issues impacting overall customer experience

• Watch -list and alert  monitoring and clearance (Onfido and Comply advantage) Identifies high risk customer transactions as they arise while always being compliant and working according to IL and EU compliance demands .

• Onboarding tasks assisting field agents and customers, KYC5 and KYC1 projects

• 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:

• 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 in Greenfield, Mandaluyong and during unconventional hours (evenings, weekends and holidays)

• Demonstrates flexibility to work overtime based on business needs

Internal 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

Our Benefits:

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

Our Connected Work Culture: Driving Innovation, Together

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.