Job Description:

Remitly's vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

As a Complaints Specialist, you will address customer concerns and resolve complaints. You have exceptional communication skills, a strong customer focus, and the ability to handle difficult situations with compassion and professionalism. As a Complaint Specialist, you will help ensure customer satisfaction and maintain Remitly's reputation for outstanding service. You will be based in our Cork, Ireland office. This role reports to the Complaints Manager for Europe.

You Will:

• Respond to customer complaints through channels, such as phone, email, or social media platforms.
• Perform complaint investigations, demonstrating compassion and understanding while gathering the necessary information to resolve complaints and provide good customer outcomes
• Provide accurate and detailed information to customers regarding complaint resolutions and timeframe expectations.
• Document complaint case details, track case progress, and ensure compliance with regulatory requirements.
• Contribute to continuous improvement by analyzing complaints to identify root causes, recurring issues, and opportunities for process or policy improvement.
• Collaborate with other departments to investigate and resolve complex complaints, including customer success, legal, compliance, operations, and product.
• Stay updated with industry best practices and trends related to complaint handling and customer service.

You Have:

• Experience in managing customer complaints, dispute resolution, or executive escalation support in a regulated financial services company, specifically in personal payments or remittance. This includes the ability to manage a caseload, providing regular updates to customers and responding to complaints within regulatory timeframes.
• You're comfortable influencing others, being part of cross-functional teams, managing internal and external stakeholders, and communicating project or case status.
• Excellent verbal and written communication, providing responses to customer complaints that are clear and easy to understand
• Exceptional attention to detail
• Ability to analyze information, interrogate a range of systems, review documentation and evidence, to decide on the outcome of complaints in a way that is fair, clear, and in line with regulatory requirements
• Proficient in conflict resolution techniques to resolve complaints satisfactorily.
• Strong alignment with our mission and values.

Our Benefits:

• 34 days of vacation (including public holidays)
• Group private medical insurance
• Group pension (6% contributed) and group income protection
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits
• Learning and Development Benefits

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.