Business Customer Associate

Mandaluyong City, Manila, Philippines

Category: Uncategorized
Job ID: R_105745
Job Type: Regular

Job Description:

Job Description Summary
Remitly’s vision is to transform lives with trusted financial services that transcend borders. This vision guides our goal of 13M QAUs with more than 50% of customers using complimentary products by 2027. Since 2023, we have been providing services beyond the traditional remittances through Remitly Wallet, Remitly Pay Later and Small Micro Business offerings. We strive daily to meet our promises to our customers by building peace of mind into everything we do.

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.

Job Responsibilities:

Helps analyze and provide solutions to ongoing customer service, partner, risk and/or system errors/issues.
Serves 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.
Contributes ideas and strategies to reduce partner processing errors and system errors to provide Best in class customer service experience for business customers.
Handles escalated customer concerns related to disbursement issues, declined transactions and other business related escalations.
Helps 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.
Identifies 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

Job Qualifications:

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

Who we are:

Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sound like the place for you? Join us.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Description:

Job Description Summary
Remitly’s vision is to transform lives with trusted financial services that transcend borders. This vision guides our goal of 13M QAUs with more than 50% of customers using complimentary products by 2027. Since 2023, we have been providing services beyond the traditional remittances through Remitly Wallet, Remitly Pay Later and Small Micro Business offerings. We strive daily to meet our promises to our customers by building peace of mind into everything we do.

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.

Job Responsibilities:

Helps analyze and provide solutions to ongoing customer service, partner, risk and/or system errors/issues.
Serves 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.
Contributes ideas and strategies to reduce partner processing errors and system errors to provide Best in class customer service experience for business customers.
Handles escalated customer concerns related to disbursement issues, declined transactions and other business related escalations.
Helps 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.
Identifies 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

Job Qualifications:

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

Who we are:

Remitly is a group of passionate people working to make international payments easier and more transparent on both the web and mobile devices. We are seeking team members to join us that want to make a difference and change an industry. We pride ourselves on aiming high and delivering results, data being at the heart of everything we do, and encouraging our team to own business decisions and outcomes. Sound like the place for you? Join us.

Remitly is an Equal Opportunity Employer. Individuals seeking employment at Remitly are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Remitly is an E-Verify Employer

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

What our Remitlians say

Evelyne Kuo

Program Manager - Technical

On the Security & Privacy team, I reimagine what’s possible by going beyond traditional compliance to create a culture where security is part of everyone’s day-to-day — through programs like our champion network, engaging training sessions, and company-wide awareness events that make security approachable and empowering.”

What our Remitlians say

Amara Agbo

Software Development Engineer II

To me, reimagining what’s possible means constantly learning new technologies and applying cutting-edge solutions to build localized systems that scale across currencies, countries, and regulations. The challenges we solve at Remitly don’t just strengthen our platform — they expand financial access for millions of people worldwide. That’s what makes the work both exciting and impactful.”

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Rosa Castellon Herrera

Senior Team Manager - QA

Stand for excellence means to me always raising the bar, pushing through discomfort, to deliver our best to our teams and customers every time. We come together as a team to share ideas to develop a rubric that helps us deliver impactful results.”

What our Remitlians say

A photo of a Remitly employee, smiling and looking at the camera.

Stephanie Cameron

Senior Product Manager

On the product team at Remitly, I’m trusted to make decisions that drive real impact—not just for my team, but for the business and our customers. I’m encouraged to take ownership of problems even when they’re outside my immediate scope, to speak up, and to bring the right people together to solve them. Lately, that’s meant working on real-time FX and funding tools that support our treasury team in lowering transaction costs—so we can pass those savings on to our customers. That trust and cross-team collaboration make it easy to stay focused on what really matters in the long run.”

What our Remitlians say

Nadav Yekutiel

Senior Manager - Analytics

At Remitly, diving deep has meant pushing past easy answers to truly understand what our customers need. I’ve seen our analytics teams uncover insights that weren’t obvious at first glance — like identifying hidden friction points in the customer journey that, once solved, improved both experience and trust. This commitment to going beyond the surface makes our recommendations stronger, and it’s a big part of how we deliver meaningful impact across the business.”