Operations
Senior Specialist, Wallet 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
Senior Specialist, Wallet Operations – Sydney, Australia
As a Senior Specialist, Wallet Operations, you will work closely with the operations team to support end to end wallet operations that keep both the business and customers moving. This is a highly hands on, execution focused role where you’ll be actively involved in the day to day running of wallet and card services, monitoring transactions, supporting funding and withdrawal flows, and ensuring supporting operational processes run smoothly and accurately.
- You’ll assist with customer exceptions and escalations, working through transaction issues, failed payments, disputes, operational errors, and the monitoring and handling of overdrawn wallet accounts in line with applicable regulatory requirements and control standards.
- Where required, you will engage directly with customers to explain account positions, gather information, and support resolution in a fair and appropriate manner, partnering closely with Customer Support Operations to deliver timely and effective outcomes.
- In this role, you’ll support the production and maintenance of operational reporting, help identify trends and recurring issues, and escalate risks or control gaps in line with established procedures.
- You’ll operate within defined risk and compliance frameworks, assisting with the provision of operational data and insights as required.
- You’ll also contribute to continuous improvement activities by supporting updates to processes and documentation, and assisting with automation initiatives aimed at reducing manual effort and improving efficiency.
- You’ll work closely with Customer Support and Operations teams to help resolve operational issues and support positive outcomes for both customers and the business.
Role Requirement
- This role is well suited to someone with 3+ years’ experience in fintech or financial services operations, payments, or banking, with a working understanding of digital wallets, card payments, transaction flows, reconciliations, and operational controls.
- You’ll bring strong attention to detail, a process driven mindset, and confidence working in operational systems, reporting tools, and case management platforms.
- Clear communication skills and the ability to work collaboratively across teams are essential.
- This is a senior specialist, individual contributor role for someone who enjoys being close to the detail, solving operational problems, and supporting end to end payment experiences for customers.
Work Shift
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 Australia specific benefits include:
- Life / Accident Coverage
- Superannuation Plan
- Paid Time Offs
- Employee Wellness
- Global Recognition and Rewards Programs
Other Details
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-HR1 #LI-Hybrid
Estimated Job Posting End Date:
05-15-2026
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.
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.
