Multiproduct Associate

Job Description:

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 including but not limited to Remitly Flex and Remitly Wallet. As of June 2022, 99.99% of our customers use only one product.
To achieve our vision, we need to enable customers to share access to financial services with their loved ones around the globe. We will not only raise the bar for our send money solution but also do other jobs for our target customers. To that end, we are focusing on doing three big "anchor" jobs for customers: Send Money, Borrow Money and Store and share value across borders.
The combination of Remittances, Lending, and Value Storage work together in a unique virtuous cycle that we think leads to massive customer value, long-term customer engagement, growth, and competitive advantage for Remitly that will be hard to replicate

About the role:

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.

As a Multiproduct Associate, your role is to support Remitly Multiproduct customers such as Remitly Wallet and RFD business partners. You will act as a liaison officer to help identify product and program opportunities to continuously improve standard operating procedures to deliver best-in-class customer experience. As a customer centric Remitlian, you will also coordinate and deliver multiple customer impacting projects and initiatives relevant to improving the lives of our customers across the globe.

This position will be opened in the Managua service delivery center. You will be assigned as a Multiproduct Associate supporting one of our new initiatives Program - e.g. Remitly Wallet(SoV), Remitly Access, RFD and Remitly Flex 

Job Responsibilities:

• Provide exceptional customer service experience to Flex customers on their inquiries related to their Remitly Cash advance offer /or remittances performed with Remitly Flex 

• Helps identify partner processing and system errors across the full Flex journey to provide Best-in-Class customer service.

• Helps identify partner processing errors and system errors across the whole wallet journey to provide Best in class customer service experience

• Helps troubleshoot Flex Offer-related issues to identify the most effective and efficient resolution.

• Serves as the point of contact for Flex-related CS inquiries, including processing issues, engineering concerns, and reconciliation questions.

• Ensures the end-to-end resolution of escalated cases

• Handles escalated customer concerns related to Flex Offer usage, benefit activation issues, declined transactions, and other issues impacting the overall experience.

• Tracks product defects and opportunities, supporting the product team in identifying and prioritizing improvement initiatives.

• Helps in collating common trends and risks related to specific partners to be provided as feedback to our internal partners including but not limited to: areas to improve processing time and customer experience

• Communicates with customers whose accounts may be impacted by security risks or system errors related to their Flex Offer usage.

• Identifies high risk transactions within the business portfolio.

• Communication to customers that have had their account systemically compromised

• Manage partner downtimes and document entries

• Own and handle as appropriate stale transactions and complaints

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

• Coordinate with corporate 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

Working Conditions:  

• Must be willing to work on-site 

• Must be amenable with shifting schedules

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

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

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