Payments Operations Analyst

Krakow, Poland

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Remitly is on a mission to transform the lives of immigrants and their families by providing the most trusted financial products on the planet. For nearly 10 years, 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 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. Join over 1,300 employees across 9 offices who are growing their careers while having a positive impact on people globally.

About the Role:

You will be part of the Payments Acceptance team within the International Product organisation. As part of this team, you will support the smooth operation of our payments experience and partners, in close partnership with the Product team, to ensure all our customers can pay however they want, whenever they need to.

We have a global network of payment partners and love to implement new ways of solving customer problems through improving our payments systems. The work you do here will shape the future of payments at Remitly. You will report to the Senior Product Operations Manager.

You will take ownership and responsibility for the following:

  • Monitor, investigate and resolve payment processing issues ranging from individual tickets to larger events in a timely manner
  • Proactively identify and resolve payments issues with third-party partners and implement relevant process improvements
  • Work closely with the Customer Service team to promptly solve customer issues and to develop self help tools and educational content to enhance issue resolution processes
  • Drive operational excellence across teams, partnering with Product, Engineering, Customer Service, Compliance and Risk teams to launch and enhance automated tools and robust integrations and processes with third party payment vendors
  • Collaborate with Product team to translate customer needs into the product roadmap and support these with analysis

We'd like you to have the following skills, experience and knowledge:

  • Experience in financial services with an emphasis on payments and operations; experience in investigations and Level 2 service level support preferred
  • General understanding of payment processing, including card payments, SEPA, ACH and other payment methods
  • Exceptional interpersonal and communication skills, both written and verbal, with internal and external audiences, with the ability to explain complex issues in a customer-friendly manner
  • Ability to write and run database queries and troubleshoot code, or desire to learn
  • Excellent in using data to solve problems, trouble-shooting in high volume production environments and identifying customer and operational risk
  • Effectively working in a cross-functional environment with technical, operations, and product management teams
  • Ability to translate customer issues and needs into product enhancements
  • Self-motivated with the ability to multi-task and prioritise in demanding situations and meet deadlines
  • BA/BS degree

Our Benefits

  • "Open leave" policy, subject to approval
  • Competitive salary
  • Health insurance
  • Travel benefit
  • Learning benefit
  • 3000+ free online courses available

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 organisation 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 honourably 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 E-Verify Employer