CBA Specialist



Manila, Philippines
Posted on Saturday, October 28, 2023

Job Description:

CBA Specialist (Customer Business Assurance)

At Remitly, we help immigrant communities around the world send over $6 billion a year to their loved ones. Sending money is faster, easier, and costs less with our all-digital money transfer platform. Our vision is to transform the lives of immigrants and their families by providing the most trusted financial service products on the planet. At Remitly, your work has a direct and positive impact on people around the globe. Your work matters, every day.

As a CBA Specialist, you will support our Customer Success and Shared Services teams in Cork, Manila and Managua to be fully compliant in how they operate. You will have the responsibility to create and build mechanisms that protect our customers, our associates, and our business. To do so, you'll use your skills to bring simplicity to our processes, humanity to our business, and ingenuity to our technology through automation. Your value is critical to influence Customer Success performance, safeguard customers, and you’ll work closely with HQ Product teams to achieve the team’s vision.

Job Duties and Responsibilities:

  • Process SME

    • Understand the underlying business processes and application systems with the end-to-end principle.

    • Develop collaborative systems to address effectively possible incidents associated with the operations/business on our Customer Success contact Centers.

    • Identify opportunities to effectively mitigate risk and improve business performance.

  • Data Driven Proficiency

    • The analytic portion of the position will be to provide data analysis to support rules/exceptions definition and investigations related to incident alerts.

    • Analyze the effectiveness and efficiency of current controls processes by regular review.

  • Customer & Business Support

    • Apply the concepts of Enterprise Risk Management to help identify, assess, mitigate and proactively consider emerging support risks.

    • Develop and maintain robust controls assurance framework for the team in line with Shift-Left strategy on problem prevention.

    • Responsible for performing, planning, execution of financial, operational, and systems audits, including but not limited to special projects based on the approved audit plan.

    • Support CBA Manager in the setting and monitoring of Customer Success and Shared Services risks alerts.

    • Develop a reporting system to record internal incidents and management actions to ensure continuous improvement of Customer Success services promises.

    • Perform an evidence based follow up of all reviewed recommendations raised to provide assurance that recommended controls are fully implemented within agreed target dates.

Cultural Competencies:

  • Mastery of Remitly Cultural Values.

  • Has demonstrated living up to the Customer Success cultural values.

    • Customer Centricity

    • Act with Integrity

    • Be an Owner

    • Sweat the details

    • Bias for action

    • Data driven

Functional Competencies:

  • Bachelor’s degree in Business Administration, Risk Management, Information Systems, Accounting or Internal Audit is preferred.

  • 1-2 years audit experience in various industries (risk-based audit, internal control processes, compliance and enterprise risk management) is preferred.

  • Self-confident, able to think creatively, and a thirst for knowledge.

  • Excellent teamwork and interpersonal skills.

  • Good business and common sense.

  • Excellent analytical abilities.

  • Effective project management skills.

  • Excellent workload and time management skills.

  • Intermediate Microsoft Excel skills.

Qualifications (assumptions based on internal job vacancy):

  • Open for FSI, CSI, PSE, Team Managers, and Program/Outsourcing Specialists.

  • Must not have any outstanding or ongoing corrective action for behavior or code of conduct violation.

  • Must not have any disciplinary action of written warning and up in the last 12 months.

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