Fraud and Payments
Workflow Customer Escalations Specialist
Workflow Customer Escalations Specialist – Santa Ana, Costa Rica
Are you ready to join an advanced team that customers depend on to prevent fraudulent transactions? Are you ready to unleash your potential in a global company that moves money for better? Join Western Union as a Workflow Customer Escalations Specialist.
Western Union powers your pursuit.
Support daily operations and team performance through data-driven monitoring, coaching, and customer issue resolution. Ensure systems and processes run efficiently while identifying opportunities for improvement. Contribute to a positive team culture through training, development, and continuous support.
Role Responsibilities
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This is not a Team Leader or Manager position.
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Operational Support & Performance Monitoring: Assist in managing daily operations for a large team, ensuring adherence to productivity, quality, and safety standards. Monitor SLAs and KPIs to maintain consistent performance.
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Customer Experience & Issue Resolution: Handle customer escalations across channels, ensuring timely and effective resolution. Act as a subject matter expert in service processes to enhance customer satisfaction.
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Process Optimization & Systems Management: Identify and implement process improvements using Lean or Six Sigma methodologies. Ensure operational tools and systems function effectively, escalating issues as needed.
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Team Engagement & Development: Promote a positive and accountable team culture. Support coaching, mentoring, and training initiatives to foster professional growth and inclusion.
Role Requirements
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Work Schedule: Availability to work Sunday through Thursday, from 10:00 a.m. to 7:00 p.m., is required.
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Escalations Experience: A minimum of 1–2 years of experience in handling escalations, preferably in a Tier 2 or equivalent role, where sound judgment and the ability to balance business objectives with customer or employee impact are essential. Solid understanding of service delivery, performance metrics, and process optimization in fast-paced, structured environments.
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Leadership Support Experience: Proven experience supporting supervisors in people management and workload coordination. Acts as the go-to resource for frontline agents and a key partner to leadership, helping foster a high-performing, positive team environment.
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Language Proficiency: Fluency in English is required, with excellent verbal, written, and listening skills (minimum CEFR Level B2+; Level C1 preferred).
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Technical Skills: Proficiency in Microsoft Office Suite, particularly Excel and Power BI, is preferred.
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Certifications: Knowledge of Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking is highly desirable. Must be willing to obtain a certification within six months of hire.
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. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. 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 lifeinsurance, 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 interviewprocess 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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Employee Resource Groups (ERG) and committees to volunteer with
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Pan American Medical and Life insurance
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Cafeteria Discounts
Our hybrid work model
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
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.
#LI-CL1 #LI-Hybrid
Estimated Job Posting End Date:
08-29-2025
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.
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.
