KYC Senior Operations Coordinator

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 KYC Senior Operations Coordinator.

Western Union powers your pursuit.

Does playing a critical role in preventing money laundering and other illegal financial activities sound exciting? Does working for an international financial services company that is passionate about protecting customers interest 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 Senior Operations Coordinator within Know Your Customer (KYC) department.

Role Responsibilities

• You will perform real-time operation analysis, monitoring and workload assignation of cases and call volume for two KYC tiers: investigative and Outreach teams, showing the ability to evaluate risks and opportunities and make the best decisions to foster a positive and high-performing culture within the team and to achieve our Service Level Agreements (SLAs) are met.
• Handle escalations received via email or phone call with a customer or an agent.
• Take ownership over complex decisions and escalate the system issues. You will be responsible for identifying and finding a course of action for technical and other issues reported, having the ability to take ownership over complex decisions and to recognize the risk that needs to be mitigated.
• Build and deliver weekly and monthly skill-specific reports, perform analytics on KYC data sets to make data driven decisions.
• You will need to be attentive to details and capable of working and prioritizing effectively under stress or in difficult situations.
• Assist KYC Team Leaders and Supervisors with ad-hoc requests and ongoing training/projects.
• Cover procedure updates and provide feedback.
• Ensure excellent customer service experience.
• Assist KYC Tiers working on KYC cases with problem solving on daily tasks, supervision over case handling and decision making.
• Handle escalated cases with difficult scenarios from both tiers (Investigative and Outreach teams) and escalated calls from the customers.
• Ensure smooth maintenance of Western Union Digital Banking and US Wallet, Pre-paid products by distributing and monitoring the workload, assisting training team in training material preparation, covering documentation and procedural changes.

Role Requirements

• A completed bachelor’s degree or ongoing studies in Business Administration, Finance, or Industrial Engineering is preferred.
• Job experience in the financial services industry, alongside 1 year of Know Your Customer specialized in extended due diligence, AML Compliance general and/or risk-based compliance are a must.
• Strong preferred experience in operational environments, monitoring employees during live operations, providing real-time support, coaching, and performance management.
• Strong preferred expertise in assigning and monitoring workloads, ensuring adherence to service level agreements (SLAs), and maintaining consistent performance standards.
• Strong preferred expertise in tracking record of implementing process improvements and driving operational efficiency through data-driven strategies.
• Fluency in English – outstanding verbal, written, and listening skills is a must.
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) is a must.
• Knowledge in Power BI, Salesforce and Snowflake is preferred.
• Strong preferred to be certified in Green Belt or committed to getting certified during the first year in the position.
• Successful candidates will demonstrate to be a confident decision-maker with strong analytical and problem-solving skills. They should also possess excellent communication and interpersonal skills, with the ability to lead through influence and collaboration. Self-motivated, results-oriented, and customer-focused. The ability to work independently and take ownership of projects is a must.
• You will be able to choose one of these schedules: 6am to 3pm with Friday and Saturday off / 9am to 6pm with Friday and Saturday off / 10am to 7pm with Sunday and Monday off / 3pm to 10pm with Sunday and Monday off.

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:

• Asociación Solidarista
• In house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• 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.

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