Fraud and Payments
Specialist, Digital Review Team
Specialist, Digital Review Team – Santa Ana, Costa Rica
Are you ready to join an advanced team that customers depend on to prevent fraudulent transactions? Are you ready to unleash your potential in a global company that moves money for better? Join Western Union as a Specialist, Digital Review Team.
Western Union powers your pursuit.
We are looking for someone who would be part of the Digital Review Team as a Specialist, Digital Review Team responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements
Role Responsibilities
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Lead daily floor operations, ensuring productivity, safety, and quality standards are consistently met. Monitor standard operating procedures (SOPs) and ensure compliance. Use data analytics and reporting tools to monitor key performance indicators (KPIs) on the floor.
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The position also acts as a subject matter expert in assuring that the team provides outstanding customer service that is in the best balance of business and customer needs. You will complete responses to customer escalations and disputes by preparing comprehensive case reviews by applying critical thinking and analytical skills.
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Identify opportunities for process innovation and modernization across operations. Drive implementation of tools enhancements, and workflows that improve efficiency and quality. Collaborate with other areas to pilot and scale digital transformation initiatives
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Conduct root cause analysis and continuous improvement initiatives using Lean, Six Sigma, or similar methodologies. Recommend best operational practices to optimize productivity, resource utilization, and cost-effectiveness. Track and report on optimization outcomes and benefits.
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Serve as a strategic advisor and coach to the floor. Train and develop your leadership skills and mentor high-potential employees. Facilitate knowledge-sharing sessions on leadership, innovation, and continuous improvement. Act as a culture carrier to reinforce values of accountability, collaboration, and excellence.
Role Requirements
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Bachelor's degree or currently studying a career in business administration, industrial engineering or similar.
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People management skills as you will be responsible for the personal and professional development of the team/employees.
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Fluency in English with outstanding verbal, writing, and listening skills (Level B2+, C1 ideal).
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MS Office proficiency, with ability to produce datasets and reports for analysis using Excel and Power BI.
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We are looking for professionals who thrive in a fast-paced, highly structured, and deadline-driven environment. Strong analytical abilities, critical thinking, and a problem-solving mindset with keen attention to detail are essential. We value individuals who take initiative, are eager to ask questions, and can quickly grasp and master new concepts and requirements, especially those related to product and process knowledge.
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This role requires the ability to work independently and take ownership of various parts of a project or initiative, ensuring follow-through until resolution. Confidence in making instinctual and logical decisions with little to no supervision is key. The ideal candidate is self-motivated, results-driven, and has a strong customer service orientation.
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Must have schedule flexibility and willing to work on weekends.
We make financial services accessible to humans everywhere. Join us for what’s next.
Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.
Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.
Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and lifeinsurance, and access to best-in-class development platforms, to name a few ( https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interviewprocess or in an offer of employment.
Your Costa Rica- specific benefits include:
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Asociación Solidarista
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In house company doctor services
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Transportation services options
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Referral Program award
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Employee Resource Groups (ERG) and committees to volunteer with
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Pan American Medical and Life insurance
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Cafeteria Discounts
Our hybrid work model
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.
#LI-CL1 #LI-Hybrid
Estimated Job Posting End Date:
05-31-2025
This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.
About Western Union
Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.
