Senior Analyst Escalations, Customer Care

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

Does working in customer service interest you? Do you want to unleash your potential in a global FinTech that is dedicated to moving money for 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 team responsible for escalated cases to provide resolutions on complex scenarios such as a Senior Analyst Escalations, Customer Care in Western Union.

Role Responsibilities

• Handle the second level of escalations (call and email) and product related uptraining.    
• Communicate with clarity with Agents, Sales Account Managers representative, Internal Department and Partners via phone or email.  
• Connect with different departments to find solutions to complex scenarios.  
• Responsible for complying with deadlines, SLAs and follow-ups providing updates or resolutions to Agents.  
• Ensure excellent quality service is always delivered.    
• Ensure that documentation/procedures are kept up to date with industry standards.   
• Monitor process and procedures are correctly followed by the first level of interaction.   
• Coach the first level of interaction when failure is detected.  
• Detect improvement opportunities by bringing ideas, participating in projects, documenting procedures, providing coaching/shadowing/training sessions.  
• Comply with KPIs required: Productivity, QA, Adherence, SLA.
• Back up Special tasks.

Role Requirements

• High school degree required. It will be a plus if you are a student or graduate with a degree in business administration, engineering or data analysis.
• Must have 2-3 years previous experience in the Call Centre industry preferably.
• Must have strong verbal and written English skills and will be a nice to have in case you know Portuguese.
• Knowledge of Microsoft's tools and Salesforce are preferred.
• You would be a great match if you are someone with empathy, active listening and negotiation skills.
• Availability to work Sunday to Thursday from 7am to 4pm or Tuesday to Saturday from 8am to 5pm.

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, 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:

04-25-2025

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.