Senior Analyst Escalations, Customer Care – Santa Ana, Costa Rica

Senior Analyst Escalations, Customer Care – Santa Ana, Costa Rica

Are you ready to join an advanced team that customers and internal areas and partners depend on to provide a great Agent Experience? Are you ready to unleash your potential in a global company that moves money for the better?  Join Western Union as a Senior Analyst Escalations, Customer Care.

Western Union powers your pursuit.

We are looking for someone who would be part of the Digital Review Team as an Associate, Digital Review Team Analyst responsible for analyzing digital transactions in the Western Union.

Role Responsibilities

• Contributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
• Handles second level of escalations (call, email and chat) and product related "up training". 
• Ensure that documentation/procedures/ measurements are kept up to date with industry standards. 
• Supports regulatory requirements for Dodd Frank.
  Interact with agents directly over the phone and email to solve their requests and understand their needs firsthand.
• Receive escalations from our Tier 1 teams to solve specialized cases that they cannot solve.
• Provide feedback to partner site members and over processes to improve agent experience. 
• Collaborate with our internal teams on solving for the agents and internal areas.
• Ensures that documentation/procedures/ measurements are kept up to date with industry standards by using them and providing feedback.
• Contributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
• Ability to adapt to a changing environment

Role Requirements

• +2 years of experience in the call center industry
• High school degree required, college degree or equivalent preferred. 
• Strong ability to solve problems while focusing on excellent customer service. 
• Strong verbal and written English skills are required.
• Portuguese is nice to have.
• Ability to effectively communicate with different levels of the organization.
• Outstanding organizational skills with emphasis in time management and issue resolution
• Competent in providing constructive feedback, strong analytical skills and logical thinkers with effective time management skills and ability to multi-task.
• Intermediate/Advanced Excel.
• Teamwork attitude.
• Mon-Sun schedules. Availability to work on weekends.
• Proven accountability and sense of urgency on assigned tasks or escalations.

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 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 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, solve problems 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 for applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

10-31-2024

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.