Customer Protection & Risk Investigator

Remitly; Manila; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Rice Allowance

Transport Allowance

Paid Vacation

Medical, Dental & Vision

Accident and Life Insurance

Employee Stock Purchase Plan (ESPP)

Mental Health & Family Forming Bene%ts

Job summary

Remitly is seeking a Customer Protection Associate in Manila to protect customers by reviewing transactions, mitigating risk, and ensuring regulatory compliance. The role emphasizes a customer-centric approach and accurate documentation.

You will collaborate with the Customer Success and Risk Operations teams, perform KYC/document checks, and support during escalations. This position supports our Connected Work Culture and requires onsite presence with occasional after-hours coverage.

Qualifications

• Must hold at least High School Diploma.
• At least 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
• Amenable to work onsite and during unconventional hours (evenings, weekends and holidays)
• Typing proficiency of at least 30 words per minute

Responsibilities

• 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.

Skills

Customer-Centric Focus

Decision Quality

Resolution Focus

Emotional Intelligence

Ethics & Values

Advanced soft skills

De-escalation skills

Time management

Adaptability

Independent work

Education

High School Diploma

Job description

Remitly is seeking a Customer Protection Associate in Manila to protect customers by reviewing transactions, mitigating risk, and ensuring regulatory compliance. The role emphasizes a customer-centric approach and accurate documentation.

You will collaborate with the Customer Success and Risk Operations teams, perform KYC/document checks, and support during escalations. This position supports our Connected Work Culture and requires onsite presence with occasional after-hours coverage.