Leader, Customer Care Process Digital Banking – Madrid, Spain 

Are you keen on ensuring the highest quality of customer experience in digital finance? Does working for a company where you can implement new strategies and solutions in the customer experience sound exciting to you? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Leader, Customer Care Process Digital Banking!

Western Union powers your pursuit 

Reporting to the Head of Digital Banking Operations and Customer Experience, we’ll look to you to focus relentlessly on providing an outstanding experience for our customers, including:  

Role Responsibilities  

• Develop the end-to-end framework for digital banking customer experience across onboarding, transacting, and customer issue resolution.  

• Build out the operating model, fill and onboard key requisitions.  

• Work with onboarding, transaction, and customer issue resolution leads to build out the playbooks for how we handle all types of customer issues.  

• Define and implement the model by which we resolve escalated issues that require specific expertise. This will involve coordinating across multiple groups and ensuring we all collaborate to produce the best outcomes for the customer.  

• Partner closely with Product Leads to ensure future roadmap, features, bugs, and updates are accurately communicated to customer support teams in effort to remove onboarding and general use friction from our customer 

• Work with Customer Care partners and business unit leaders to identify pain points, root causes, optimization opportunities and lead others to solve complex problems. 

• Support Operations knowledge management team and lead Customer Care process improvement with focus on key call drivers and aligned to organization priorities and create, update, and manage CSR’s articles. 

• Support as expert care applications teams in developing strategies and roadmap execution for Customer Care systems (customer contact, call/chat automation and desktop experience).  

• Performing regular quality assurance of CSR communications and problem-solving, feeding results into training plans, coaching, and hiring practices. 

Role Requirements  

• You will have a minimum of 5+ years of practical experience in the fintech field, either in digital or retail banking, payments.  

• Strong experience within operations is essential. Serve as a process main point of contact for business unit leaders on Customer Care support.  

• Lead care process improvement with focus on key call drivers and aligned to organization priorities (article update and maintenance, process standardization and improvement, feedback loop and KPI/OKR improvement). 

• Previous experience managing teams small to medium size teams in direct reporting capacity  and working across departments to gain alignment.  

• Excellent verbal and written business English skills.   

• Organizational and execution skills.  

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.  To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. 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 life insurance, 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 interview process or in an offer of employment.

Your Spain specific benefits include:

·        25 days annual leave – plus 14 public holidays

·        Comprehensive life & medical cover – including dependents.

·        Contributory pension plan

·        Preventative Care Assistance program

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.