Finance
Payment Processing Associate, Operations
Overview
At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.
Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.
Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.
Join us as we go beyond and be part of a team that’s redefining what’s possible.
Role Responsibilities
As a Payment Processing Associate, Operations within Western Union’s Retail Collections Operations team based in Santa Ana – Costa Rica, this role is responsible for supporting the NAM region by reducing the company’s financial risk ensuring timely recovery of funds and maintaining strong working relationships with agents to support business continuity. Responsibilities include A/R reviews, database and customer maintenance, negotiation of settlements, discrepancy resolution, and management reporting. Supports the Risk Management team with investigations, recovery of funds, and operational needs, including weekend coverage.
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Provide online and phone support to agents for inbound Collections‑related inquiries.
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Manage incidents and escalation cases, ensuring timely follow‑up and resolution.
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Take prompt action to reactivate agents who meet payment‑compliance requirements.
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Navigate internal systems to track cases, gather information, and troubleshoot issues.
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Coordinate with team members or other functional areas to resolve inquiries as needed.
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Utilize basic knowledge of company products and services to support agent requests.
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Operate effectively in computerized data‑entry and call‑handling applications.
Role Requirements
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High school diploma required.
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1–2 years’ experience in a high‑volume call center or customer service operations is required.
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Experience within the Financial Services industry is considered an asset.
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English required (B2 minimum).
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Ability to pay strict attention to detail while performing repetitive tasks.
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Ability to learn quickly and operate in a high-paced, high-volume, and dynamic environment.
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Work weekend shifts as part of essential operational coverage.
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Good knowledge of MS Office (intermediate Excel skills are preferred).
Work Shift
The role follows NAM (North America) business hours, with weekend support required, particularly on Saturdays, which are considered high-volume operational days. The schedule runs from Saturday to Wednesday (10am–7pm or 8am–5pm), with Thursday and Friday as days off. May be adjusted at the discretion of the company.
HYBRID – Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.
BENEFITS AND OTHER DETAILS
Benefits
You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process 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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Cafeteria Discounts
Other Details
As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.
We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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-DM1 #LI-Hybrid
Estimated Job Posting End Date:
03-12-2026
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.
BENEFITS AND OTHER DETAILS
Our customer is at the heart of everything we do. Learn more:
Apply Today!
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.
Western Union Listens
We hold employee surveys through our employee engagement tool, Western Union Listens, benchmarking our results against global peers. We use the results to continually improve our culture and workplace, and encourage managers to review, discuss, and take action on survey findings with their teams.
In 2024, the employee participation rate reached 84%.
Western Union Game Changers Global Recognition Program
Recognition is a critical link to performance, inclusion, diverse ideas, and fostering a workplace where our employees connect, show their appreciation, and feel valued. At Western Union, our recognition is about moments that matter.
Get to know Western Union
As you read some of our employee stories from around the world, we hope you see yourself reflected in the work we do and the people who make up our diverse team.
