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.
Functional Competencies:
•Advanced soft skills and de-escalation skills
•Fast learning and adaptability skills
•Process improvement focus
•Effective time management skills
•Flexibility and ability to work and learn independently
What You'll Do:
•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.
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 and during unconventional hours (evenings, weekends and holidays)
•Demonstrates flexibility to work overtime based on business needs
•Typing proficiency of at least 30 words per minute
Preferred Qualifications:
•Process improvement and documentation experience
•Bachelor's Degree in Management, Finance, Business or related field
•Six Sigma Certification: Yellow Belt
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