Senior Analyst Escalations, Risk and Compliance Operations

Senior Analyst Escalations, Risk and Compliance Operations – Quezon City, Philippines 

Are you looking to take a front seat in driving client services to a whole new level? Are you passionate about helping others and providing a world-class customer experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Senior Analyst Escalations, Risk and Compliance Operations.

Western Union powers your pursuit. 

Senior Analyst Escalations, Risk and Compliance Operations is primarily responsible for managing the full cycle of customer complaint investigations and resolutions, covering both regulatory and non-regulatory issues. Root cause analysis is a vital part of this role, aimed at eliminating underlying problems that cause customer dissatisfaction. The role requires delivering exceptional customer care to ensure that not only are complaints addressed, but customer loyalty is strengthened. 

Senior Analyst Escalations, Risk and Compliance Operations serves as the team's Subject Matter Expert (SME), responsible for driving operational excellence through effective queue management, escalation handling, and adherence to key performance indicators (KPIs) and service level agreements (SLAs).

This role plays a critical part in ensuring service quality and operational efficiency by providing real-time guidance, supporting decision-making, and managing high-priority or complex escalations. The SME works closely with stakeholders and team members to optimize processes, monitor performance, and implement continuous improvement initiatives.

Role Responsibilities 

• Handles second level of customer escalations (call, email) and product related "up training".  Ensures that documentation, procedures, measurements are kept up to date with industry standards.  Responsible for supervising the performance of Trainees. 

• Ensures constant monitoring of trainees' strengths and areas for improvement in handling cases.  Might assist with the supervision/evaluation of the performance and development of Trainees. Delivers monthly rosters and weekly review of rosters for the Call Centre. 

• Prepares reports and daily, weekly review of the staffing performance against KPI's in conjunction with Call Centre management, MIS and Quality Analysts. 

• Supports regulatory requirements for Dodd Frank Remittance Rule.

• This position requires thorough research, documentation, and appropriate responses to customers. 

• It also involves collaboration with multiple departments within Western Union to provide comprehensive and accurate resolutions. 

Role Requirements 

• Bachelor's degree or equivalent.

• Proven analytical abilities and resourcefulness in case research.   

• Strong attention to detail and excellent documentation skills.   

• Organized and skilled at follow-up.  

• Ability to work collaboratively across multiple departments within Western Union to resolve complex customer service issues.   

• Expertise in case management and multitasking, able to track and manage several cases at once.   

• Excellent written and verbal communication skills. 

• Innovative in problem-solving.   

• Strong sense of urgency and accountability.   

• Always demonstrates a positive attitude, persistence, and teamwork.   

• Self-driven and capable of working independently.   

• Effective at managing frustrated customers.   

• Proficient in Microsoft Office tools.

• Knowledgeable about Western Union products, services, and processes.

• Flexibility to work in various shifts, according to business needs.

Work Shift

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.