Aaron Yonac Email & Phone Number

I am ambassadors who earn customer loyalty by providing service that is personalized, convenient, and secure. They ensure high quality customer experience through a customer-centric mindset and their ownership of risk mitigation in compliance with various regulations and policies to ensure timely delivery of customer transactions.RIs support operations by taking the path of least friction in protecting our customers. They ensure a strong process for risk management and governance on fraud prevention and control. They should have a good understanding of risk management. They are expected to be role models of Remitly's cultural values who are always finding ways to enhance the customer journey.Functional Competencies:Advanced soft skills and de-escalation skillsFast learning and adaptability skillsProcess improvement focusEffective time management skillsFlexibility and ability to work and learn independentlyWhat You'll Do:Review transactions and all available information to understand our customers while respecting all identities.Make customer-centric decisions and take the path of least friction to protect our customers.Observe customer transactions to identify fraudulent activities such as account take over, friendly fraud, theft and other similar risks.Exhibit bias for action on observed patterns and trends, and be an owner by providing timely and accurate resolution based on customer and market needs.Identify suspicious activities and unusual patterns that could result in fraud including but not limited to AML issues and activities reported by other staff members.Contact customers and banking institutions to verify legitimate transactions and payment information.Communicate effectively, showing respect, genuine empathy, and careProperly document all interactions and findings via the organization's tools and platforms.Be data driven when presenting feedback and recommendations.Take inbound and outbound calls to request additional documents for KYC, compliance, and/or to mitigate risk behavior.Answer transferred calls from the Customer Service team regarding transactions currently on review or those that resulted in customer dissatisfaction due to the review process.Provide critical support as needed to handle escalations and process Risk Reviews.Partner and collaborate effectively with the rest of the Customer Success and Risk Operation Teams.Contribute and participate in continuous improvement projects aimed at improving operational processes.

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  National Teachers College

  Hotel/Motel Administration/Management