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Nodal Officer

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Remitly

16d ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Government & Politics
  • Delhi
  • Quick Apply

AI generated summary

  • You must have 7+ years in customer service, experience with RBI/FIU, strong regulatory knowledge, problem-solving skills, attention to detail, and fluency in English and Hindi is a plus.
  • You will oversee customer grievances, support complaint analytics, update management, review complex complaints, ensure RBI compliance, initiate service improvements, and liaise with partners.

Requirements

  • 7+ years of working experience within the customer service sector, ideally as a NO within the financial services / Cross border Money Transfer Companies
  • Experience with RBI and FIU - IND
  • Experience managing and triaging customer complaints
  • Excellent knowledge of relevant regulatory obligations especially with MTSS, RDA and Foreign Exchange Management Regulations of RBI
  • Strong alignment to Remitly's mission and values
  • Proven problem solving and analytical skills with a "get it done" mindset
  • Ability to partner effectively and able to communicate with a variety of internal and external stakeholders
  • Proactive, attentive to detail and operates with a high degree of discretion
  • Fluent in English and Hindi (Added Advantage)

Responsibilities

  • Supervise & monitor the handling of Customer Grievances in India through various dedicated teams both in quantitative and qualitative aspects;
  • Provide day to day support on the review, analytics and decision making in complex complaints
  • Update management on the progress of Customer Complaints and Customer Service in general;
  • Review all Level 2 and above complaints;
  • Review Customer Service aspects in Remitly and initiate prompt corrective action wherever service quality / skill gaps are identified through a gap analysis on an ongoing basis;
  • Ensure timely and effective compliance of Reserve Bank of India (RBI) instructions on customer complaint handling;
  • Work on feedback towards improving complaint handling and customer service in Remitly;
  • Liaise with internal/external partners as required.

FAQs

What is the primary responsibility of the Nodal Officer at Remitly?

The primary responsibility of the Nodal Officer is to oversee the overall complaints management process and enhance the grievance redressal mechanism for customers in India.

Where is this position located?

This position is based out of Bangalore, India, and operates in a hybrid work format.

What qualifications are required for this role?

Candidates should have 7+ years of experience in the customer service sector, ideally as a Nodal Officer within the financial services or cross-border money transfer companies.

Is knowledge of regulatory obligations important for this role?

Yes, excellent knowledge of relevant regulatory obligations, especially with MTSS, RDA, and Foreign Exchange Management Regulations of RBI, is crucial for this role.

What languages are preferred for this position?

Fluency in English is required, and proficiency in Hindi is considered an added advantage.

What types of complaints will the Nodal Officer handle?

The Nodal Officer will monitor and manage the handling of all customer grievances, particularly those at Level 2 and above.

Will the Nodal Officer need to liaise with external partners?

Yes, the Nodal Officer will be required to liaise with internal and external partners as needed.

How does Remitly value diversity in the workplace?

Remitly is committed to being an equal opportunity employer and celebrates diversity, creating an inclusive environment for all employees.

What skills are essential for success in this role?

Proven problem-solving and analytical skills, strong communication abilities, attention to detail, and a proactive approach are essential for success in this role.

What is Remitly’s mission?

Remitly’s mission is to transform the lives of immigrants and their families by providing the most trusted financial products and services globally.

We are united through our mission - to tirelessly deliver on our promise to immigrants sending money across the world.

Finance
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Remitly is a company that provides digital remittance services, enabling individuals to send money internationally in a safe, convenient, and cost-effective manner. Their ultimate mission is to transform the lives of immigrants and their families by providing them with financial inclusion and empowerment. Remitly's purpose is to create a global financial system that is more inclusive, accessible, and fair, allowing people to seamlessly send and receive money across borders, bridging the gap between loved ones and promoting economic opportunities worldwide.

Benefits

  • Continuing Education or Travel Stipend

    Spend up to $1,000 per year on costs related to continuing education or on travel to countries Remitly serves, allowing you to gain insights to our customer’s journeys.

  • Office Culture

    All of our office spaces offer our employees a place to collaborate and celebrate. With locally sourced artwork and vibrant designs, they create an environment that all can enjoy.

  • Flexible PTO, Schedules and Leaves

    Fill your cup up outside of work and take advantage of our generous paid time off policies, leave policies, and flex working hours to ensure you are able to meet the demands of life outside of work.

  • DEI Learning Opportunities

    Tap into the learning routines, resources and affinity groups Remitly provides to help you further your own DEI journey.