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Nodal Officer



New Delhi, Delhi, India
Posted on Tuesday, May 21, 2024

Job Description:

Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products and services on the planet. Since 2011, we have been tirelessly delivering on our promises to immigrants sending their hard earned money home. Today, we are incredibly proud to have served millions of customers globally with Remitly to provide immigrants access to banking. We strive daily to meet our promise to our customers by building peace of mind into everything we do. Join over 2,800 employees across 9 offices who are growing their careers while having a positive impact on people globally.

About the Role

With a view to enhance the grievance redressal mechanism of Remitly in India, the Nodal Officer is expected to oversee the overall complaints management process of the institution. Located in India, the Officer acts as a bridge between various departments of Remitly and our customers. The Officer also ensures that all regulatory guidelines in the area of customer complaint handling are promptly implemented across Remitly.

You Will:

  • Supervise & monitor the handling of Customer Grievances in India through various dedicated teams both in quantitative and qualitative aspects;
  • Provide day to day support on the review, analytics and decision making in complex complaints
  • Update management on the progress of Customer Complaints and Customer Service in general;
  • Review all Level 2 and above complaints;
  • Review Customer Service aspects in Remitly and initiate prompt corrective action wherever service quality / skill gaps are identified through a gap analysis on an ongoing basis;
  • Ensure timely and effective compliance of Reserve Bank of India (RBI) instructions on customer complaint handling;
  • Work on feedback towards improving complaint handling and customer service in Remitly;
  • Liaise with internal/external partners as required.

You Have:

  • 7+ years of working experience within the customer service sector, ideally as a NO within the financial services / Cross border Money Transfer Companies
  • Experience with RBI and FIU - IND
  • Experience managing and triaging customer complaints
  • Excellent knowledge of relevant regulatory obligations especially with MTSS, RDA and Foreign Exchange Management Regulations of RBI
  • Strong alignment to Remitly's mission and values
  • Proven problem solving and analytical skills with a "get it done" mindset
  • Ability to partner effectively and able to communicate with a variety of internal and external stakeholders
  • Proactive, attentive to detail and operates with a high degree of discretion
  • Fluent in English and Hindi (Added Advantage)

Remitly is an Equal Opportunity Employer. Equal employment opportunity has been, and will continue to be, a fundamental principle at Remitly. We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

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