French Customer Protection Associate

Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

Risk Investigator (RIs) are Remitly ambassadors who earn customer loyalty by providing service that is personalized, convenient, and secure. They ensure high quality customer experience through a customer-centric mindset and their ownership of risk mitigation in compliance with various regulations and policies to ensure timely delivery of customer transactions. RIs support operations by taking the path of least friction in protecting our customers. They ensure a strong process for risk management and governance on fraud prevention and control. They should have a good understanding of risk management. They are expected to be role models of Remitly's cultural values who are always finding ways to enhance the customer journey.

You Will:

• 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.
• Aim for the stars during goal setting and keep continuous improvement top of mind whether it be for personal development or process enhancement.
• 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.

You Have:

• Must hold at least High School Diploma
• At least one (1) year of working experience in Risk Management or related fields suchas E-Commerce, Fraud Prevention, Quality Control, Regulatory Compliance, Retail(process payments, debit cards, credit cards, reimbursements, disputes.), TechSupport 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 ofurgency with minimal supervisionJob Description
• Proven ability to work in fast paced dynamic environments where decisions are madewithout compromising on customer experience and financial losses
• Amenable to work onsite and during unconventional hours (evenings, weekends andholidays)
• Demonstrates flexibility to work overtime based on business needs
• Typing proficiency of at least 30 words per minute

Our Benefits:

• In Site Subsidized Meals
• Transportation
• Premium Language Bonus
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits
• Private Life Insurance
• On site Clinic and Remitly Doctor
• Continuous learning tools & certification programs
• Reduced Working Hours per Week (from 48 to 40)
• Two consecutive days off

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, rel