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Program Specialist



Manila, Philippines
Posted on Tuesday, June 18, 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 proud to have served millions of customers globally with Remitly and our newly launched Passbook app 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.

Job Responsibilities:

  • Coaching and Training
    • Provides coaching on both metrics and Service Promises, as well as the knowledge, skills and attitude related to these promises
    • Performs call listening / review of transactions in order to identify where process breakdowns occur
    • Ensures that needed upskilling and knowledge updates are delivered to Associates
  • Leadership Support
    • Works alongside Team Managers to provide Associates with a rich process and behavioral coaching that empowers them, and helps them succeed in your subject matter area
  • Process / Workflow Expert
    • Keeps abreast of production work, but with specific and keen eye on process, product, workflow opportunities
    • Asks thoughtful questions to data analysts to validate hypothesis or prioritize work
    • Quickly identifies and shares unusual or outlier issues, performs root cause analysis
    • Raises the need for making tools improvements/adjustments or makes the adjustments themselves as required
    • Raises JIRA tickets to appropriate teams based on gaps / opportunities identified and tracks to completion
    • Real-time Floor Support
      • Capture and understand outstanding volume trends and liaise with the appropriate stakeholders for root cause analysis (RCA) and resolution
      • Provides deep expertise on the floor to support hard customer cases or questions or to take live Supervisor Calls / Escalation Calls
    • Provides real-time floor support for Nestees and newly endorsed Associates into production
    • Conducts call listening, side-by-sides, and assists in identifying knowledge or skill opportunities
  • Remitly CS Liaison
    • Catches updates and changes from Program Managers and other stakeholder teams (e.g., Compliance, or DEX, or Global Product), with a keen focus on details, business impact, and process changes
    • Rolls out / trains Associates on any updates / changes to the team to ensure that agents are equipped with appropriate and up-to-date information
    • Amplifies the VOC/VOA by feeding back patterns (gathered from Associates, or own observations) for innovation/changes on process and product
    • Identifies/proposes new product or process workflow solutions aimed at improving overall efficiencies, cost, or improved customer experience.
    • Be able to represent Voice of Agent (based on agent feedback) back to Program Managers to inform program enhancements
  • Program Manager Coordination
    • Maintains a regular cadence of meeting with Program Managers to be apprised on and coordinate all updates, feedback, process changes, product changes

Cultural Values:

  • Mastery of Remitly Cultural Values
  • Has demonstrated living up to the Customer Success cultural values
    • Customer Centricity
    • Constructively Direct
    • Empathetic Partner
    • Be an Owner
    • Don't be Afraid to Fail
    • Continuously Improve

Functional Competencies:

  • Mastery of Product, Process, Business Economics and Service Standards
  • Excellent critical thinking, investigative and problem solving skills
  • Business level impact understanding
  • Demonstrates self awareness - seeks and acts on feedback, aware of personal strengths, and has mastery over personal thoughts, feelings
  • Decision Quality - makes sound decisions/calls, relies on a mixture of analysis, wisdom, experience, and judgment when making decisions.
  • Situational Adaptability - picks up on situational cues and adjusts in the moment, and adapts personal, interpersonal, and leadership behavior.
  • Customer Focus - anticipates customer needs and provides services that are beyond customers expectations, uses customer insights to drive and guide the development of solutions, and serves as a strategic partner to build, grow and maintain profitable and long-lasting relationships
  • Optimizes Work Processes - identifies and creates the processes necessary to get work done and seeks ways to improve processes, from small tweaks to complete reengineering.
  • Directs Work - provides appropriate guidance and direction based on people’s capabilities and service standards, holds self and others accountable for results, monitors progress by maintaining dialogue on work and results.
  • Action Oriented- readily takes action on challenges, identifies and seizes new opportunities and displays a can-do attitude in good and bad times, and steps up to handle tough issues.
  • Collaborates - works cooperatively with others across the organization to achieve shared objectives, partners with others to get work done.
  • Communicates effectively - is effective in a variety of communication settings, one-on-one, small, large groups, or among diverse styles and position levels, attentively listens to others and adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization and encourages the open expression of diverse ideas and opinions

Job Qualifications:

  • Strong CS &/or Risk Experience (benefit with QA analyst experience)
  • Must have been in current role for a minimum of 6 months.
  • Must not have any outstanding or ongoing corrective action for behavior or code of conduct violation.
  • Must be able to pass the examination.

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.