Customer Protection Associate at Remitly Global in Managua

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: Customer Protection Associates (CPA) 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. CPA 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. The following are the core competencies that each Remitly Customer Protection Associate should possess: Customer-Centric Focus - CPA provide a personalized experience for each customer. They are dedicated to addressing the customer's needs and values customer time by providing timely and accurate solutions. They are committed to understanding the customer's intent and motivations to use Remitly's service and show authenticity and empathy in their responses. They demonstrate active listening skills and optimism to ease customers' concerns and build trust and confidence. Decision Quality - CPA makes customer-centric and timely decisions while ensuring all risks are properly mitigated. They demonstrate wisdom and confidence in making decisions based on the information at hand. Resolution Focus - CPA possess a critical eye and a sharp analytical mind. They come up with creative and objective solutions that adhere to the company's processes and regulatory requirements. They meticulously document the steps they took to resolve the problem and share best practices with others so that it can be implemented and improved. Emotional Intelligence - CPA have a strong sense of agency and are able to regulate their own emotions to communicate effectively, manifest joy, and provide peace of mind to our customers. They acknowledge the customer's pain and demonstrate empathetic partnership and bias for action in seeking out solutions and overcoming challenges. Ethics & Values - CPA exhibit behaviors that are consistent with the company's cultural values and principles. They are able to identify when they are in an ethical dilemma and know when and who to consult. They maintain a high level of integrity in one's work that's anchored on what's right for the customer. They apply the company's policies and processes in a consistent, and unbiased manner. They treat people with respect and fairness. RIs are disciplined professionals that ensure that they are accountable for their own actions. 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 fra