Business Concierge Associate

Job description

Job Description: At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward. We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders. About the role: As a Business Customer Associate supporting Remitly's operations in the Philippines and Nicaragua, you will act as a liaison between Remilty and our business customers responsible in resolving customer inquiries with faster SLA and provide insights on how we can improve our products and services. You must excel as a self-starter and work well with cross-functional teams including but not limited to DEX, engineering, product team, internal Customer Success teams and account management. This position is based in Mandaluyong City, Philippines. You will: Help analyze and provide solutions to ongoing customer service, partner, risk and/or system errors/issues. Serve as the point of contact for business customers related to processing errors including but not limited to customer service concerns, partner related issues, risk related concerns, engineering concerns and reconciliation inquiries. Liaise with internal specialized teams such as Disputes, Complaints, Compliance, etc. to ensure we provide the end-to-end resolution for escalated cases. Contribute ideas and strategies to reduce partner processing errors and system errors to provide Best in class customer service experience for business customers. Handle escalated customer concerns related to disbursement issues, declined transactions and other business related escalations. Help in collating common trends and risks related to specific partners/corridors to be provided as feedback to our internal partners/teammates including but not limited to: areas to improve processing time and customer experience. Proactively provide transaction updates to business customers through enhanced business framework. Assists business customers from customer onboarding to transaction completion and ensures best-in-class customer experience. Identify high risk transactions within the business portfolio and helps mitigate potential risks that may impact the business, our brand and our customers. Communication to customers that have had their account systemically compromised. Own and handle as appropriate stale transactions and complaints. You are focused on continuous improvement, believing that the issue is not resolved until the root cause has been addressed. Coordinate with corporate team members(including product, engineering, etc.) to resolve escalated client and/or customer issues. Promote the Remitly Cultural Values through both behavior and attitude, including being an advocate for team members You have: Prior experience working with or supporting small and micro businesses is a strong plus. Demonstrated curiosity and passion for helping businesses succeed. A growth mindset, with the ability to adapt, learn, and continuously improve. A unique perspective on supporting small businesses, bringing fresh insights and approaches. A distinct skill set that enables effective problem-solving and tailored support. Strong business acumen with the ability to understand and navigate business needs. A partnership-oriented mindset, building collaborative and lasting relationships. Strong communication skills, both written and verbal Strong CS, Disbursement and Risk experience For Internal Applicants: Have worked for Remitly for at least 12 months and have been in their current position for at least 6 months. For Internal Applicants: 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. For Internal Applicants: Should not have had any DA, no verbal, written, and final warning for the past 6 months. No suspension for the past 12 months. Proficient in MS Office/Google Documents 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 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 Our Connected Work Culture: Driving Innovation, Together At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. For corporate team members, we have an in-office expectation of at least 50% of the time monthly, typically achieved by coming in three days a week. This creates a consistent, meaningful overlap that supports team norms and business needs. Managers also have the flexibility to set higher expectations based on their team's specific needs. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most. Remitly is an E-Verify Employer At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations. Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.