Complaint Associate/Risk Investigator
Metro Manila
Customer Support and Risk Operations professional with over 10 years of experience in customer service, complaint resolution, fraud investigation, compliance, and case management. Experienced in executive escalations, KYC and Enhanced Due Diligence (EDD), sanctions and PEP screening, risk assessment, and stakeholder communication. Recognized for strong attention to detail, sound judgment, and the ability to manage high-volume workloads while maintaining compliance and customer satisfaction.
Remitly, full_time
Dec 2024 to Nov 2025
Managed Level 2 escalated customer complaints involving compliance, fraud, regulatory, and service-related concerns. Investigated complex cases and partnered with internal teams to deliver timely resolutions. Reviewed and processed privacy-related and legal requests in accordance with company policies. Communicated professionally with customers and executive-level stakeholders while maintaining confidentiality. Maintained detailed case documentation to support audits, reporting, and compliance requirements.
Remitly, full_time
Jun 2021 to Dec 2024
Conducted KYC and Enhanced Due Diligence (EDD) reviews to verify customer identity and assess risk. Performed sanctions, watchlist, and PEP screening using compliance tools and databases. Investigated suspicious activities, identified fraud indicators, and escalated high-risk accounts. Reviewed customer documentation for authenticity, accuracy, and regulatory compliance. Maintained accurate investigation records to support audits and compliance reviews.
Shore Solutions, full_time
Jan 2018 to Feb 2020
Managed vehicle reservations and booking requests while ensuring accuracy and timely processing. Coordinated with suppliers regarding vehicle availability and scheduling. Provided customer support through phone and email while managing multiple requests. Prepared operational reports and maintained organized records.
ARB Call Facilities, full_time
Dec 2016 to Nov 2017
Verified client documents and supporting records for accuracy and completeness. Conducted background and eligibility checks in line with company requirements. Processed loan applications and monitored progress through completion.