B2B Escalations Specialist at Remitly
Mandaluyong City, PH
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 B2B Escalations Specialist supporting Remitly's operations in the Philippines, your task will be to help manage the relationship with existing banking and business partners and act as a liaison between Remitly customers and banking partners to ensure efficient delivery of product and services. You must excel as a self-starter and work well with cross-functional teams. This position is based in Mandaluyong City, Philippines.
Serves as the point of contact for Remitly Ops related to partner processing errors and collection efforts related to internal processing errors.
Ensures the end to end resolution of escalated cases.
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.
Helps analyze and provide solutions to ongoing partner errors by tracking and monitoring a partner scorecard
Contributes ideas and strategies to reduce partner processing errors and when needed provide exceptional customer service to quickly resolve customer concerns.
Contacts customers and banking institutions to verify legitimate transactions.
Handles escalated customer concerns related to disbursement issues, declined transactions and suspensions.
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
Preferably bachelor’s business related degree from an accredited university or at least 2-year undergraduate with strong related experience
At least 1-2 years working in the related field is required for this position
Strong English communication and presentation skills
Strong interpersonal communication (verbal and written) and collaboration skills.
Able to deliver top-tier results in a highly ambiguous environment.
You must be a self-starter with an ability to juggle competing priorities and meet aggressive deliverable dates consistent with a rapidly growing organization.
Has an inquisitive mind and proactivity to challenge the norms constructively
Can work with minimum supervision, ready to take ownership and is a good decision maker
Knowledge of the financial services or payments industry is a distinct advantage