Multiproduct Associate

Job Description:

At Remitly, we help immigrant communities around the world send over $6 billion a year to their loved ones through fast, simple, and affordable digital financial services. 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.
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.

As a Multiproduct Associate, you will support Remitly multiproduct customers, including Remitly Wallet, Debit Card, and freelancers (independent workers) who receive USD payments through Remitly for project-based work completed for businesses and partners.

You will act as a liaison officer, partnering cross-functionally to identify product and program opportunities that continuously improve standard operating procedures and deliver a best-in-class customer experience. As a customer-centric Remitlian, you will serve as a key point of contact for the payee side of the transaction, ensuring a seamless, compliant, and transparent experience for freelancers using Remitly’s regulated digital Wallet to receive and manage payments.

In this role, you will support live customers through both voice and written communication, while also managing back-office operational cases, including risk monitoring and related investigations. You will identify opportunities to enhance freelancer-facing processes, contribute to the continuous improvement of operational standards and payment experiences, and help drive initiatives that strengthen trust, reliability, and transparency across Remitly’s global ecosystem.

This position will be based in Remitly’s Manila and Managua service delivery centers, supporting multiproduct workflows tied to digital wallet usage, payee experience, debit card services, and independent worker payments, ensuring consistent, high-quality service delivery across regions.

Job Responsibilities:

• Provide an exceptional customer service experience to Remitly multiproduct customers, including Freelancers, Payers, and Remitly Wallet users, by supporting inquiries related to freelancer onboarding, payments, remittances, and digital Wallet–related concerns across the Remitly Wallet app.

• Support customers through voice and written communication channels, while also managing back-office operational cases, including risk monitoring, investigations, and escalations.

• Guide Freelancers through onboarding processes, including account setup, KYC verification, Wallet activation, and payment request submission.

• Analyze, troubleshoot, and provide solutions for new and ongoing wallet, partner, remittance, and system-related issues, clearly explaining the Freelancer product, end-to-end payment flows, and digital Wallet functionality used to receive, hold, and manage funds.

• Address disputes, customer-reported errors, stale transactions, and system issues impacting payments, disbursements, and Wallet balances, ensuring end-to-end case ownership and resolution.

• Handle escalated customer concerns related to Wallet usage, declined transactions, disbursement failures, partner processing issues, and overall payment experience.

• Apply regulatory, disclosure, and compliance requirements accurately and consistently in all customer interactions, investigations, and case resolutions.

• Identify high-risk transactions, support risk reviews, and communicate with customers whose accounts may be systemically compromised, in alignment with internal policies.

• Track, document, and report product defects, recurring issues, trends, and risks related to onboarding, Wallet usage, transaction declines, disputes, and partner performance.

• Perform root-cause analysis, ensuring issues are not considered resolved until underlying causes are identified and addressed.

• Contribute ideas and strategies to reduce Wallet, remittance, and partner errors and improve the overall customer experience.

• Collaborate cross-functionally with Product, Engineering, Compliance, Risk, and Operations teams to resolve complex issues and support continuous product and process improvements.

• Promote Remitly’s cultural values through professionalism, accountability, advocacy for teammates, and a strong customer-first mindset.

Job Qualifications: 

• Open for CPT, FSI, CSI, or New Hires. 

• Mastery of Product, Process, Business Economics and Service Standards including but not limited to Core Remittance

• Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months.

• Have received a rating of no lower than “ Strong Impact ” on most recent performance reviews and must not currently be on a Performance Improvement Plan.

• 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 and/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:  

• 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

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.