Operations
Senior Specialist, Customer Care
Senior Specialist, Customer Care – Santa Ana, Costa Rica
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? Join Western Union as a Senior Specialist, Customer Care.
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 organizations. 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
You will be part of the Field Escalations Desk team. Your daily tasks will include the analysis of escalated cases in order to provide resolution on complex scenarios related to Agent Support processes using your knowledge and contacts for the best outcome. The primary role will require managing written communication with SAM organization, Partners, and internal areas, and up to 20-30% of workload will be taking calls from the SAM team over the phone to help with escalated issues. We’ll look to you to ensure that excellent quality service is always delivered. Your role will be vital in ensuring that our processes and procedures are followed but also revised in order to find the best approaches and solve or even prevent escalations by providing tools, training, or development to the teams that escalate cases.
Here are skills, attributes, and qualifications you will have:
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Fluent in both written and spoken English (81% B2+)
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Be able to work under pressure, multitask, be efficient, and fast learner
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Strong analytical skills, attention to detail, and ability to make independent decisions
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Capability to manage outbound calls in a timely manner and time and workload management
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Availability to work from 10:00am to 7:00pm with Sun I Mon off or from 9:00 to 6:00pm with Tue I Wed off.
Join us, and let’s connect the world
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 organization, 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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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.
