Specialist, Client Services

Specialist, Client Services – Sydney, Australia

Are you passionate about providing a world-class customer experience in a vibrant team based in Sydney? Do you want to unleash your potential for a global FinTech company that is passionate about moving money for better? Join Western Union as a Specialist, Client Services.

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We’re a FinTech that’s using insight from Customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organisations. We’re a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Better starts and ends with the customer

In this role, you will be handling incoming calls and emails from both internal and external customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards. You will also be liaising with internal departments regarding post-payment queries and you are expected to proactively manage and control work levels. You will be adhering to compliance and regulatory requirements while delivering high-level customer service experience to the Clients. You will be required for the below but not limited to:

• Facilitate settlement of foreign exchange products

• Engage with Dealing Desk, Compliance Team, and other internal departments to resolve processing queries

• Maintain personal development and performance targets outlined in KPIs

• Make outbound verification calls to clients as a part of Cyber Security policies & procedures

• Assist Team Lead and other team members with ad-hoc projects

• Work as a first line of defense to stop fraud payment

For this role, you will come with customer service experience and have had exposure to dealing with customers either face to face or telephonically.  You will have excellent written & verbal communication skills. In your previous roles, you were part of a customer service team for industries such as retail, hotel, travel, etc. You will bring to the table effective time management skills and solid computer skills with the ability to use MS Outlook, Excel, Word, and PowerPoint.

IMPORTANT NOTE: Following the Western Union Business Solutions divestiture announcement on August 4, 2021, recruitment efforts will continue for this position on behalf of Western Union. However, as part of the divestiture agreement, this position will transition to the purchasing company should the transaction conclude. The hiring team will be able to answer any questions you may have.

Join us, and let’s move money for better

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It’s an exciting time for our organisation, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you’re ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We’re a company on the move, and we want our people to grow and develop. You’ll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

We are passionate about our 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 on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran (U.S.) status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws.

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