Senior Analyst Escalations, Customer Care

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

• Bachelor’s degree in any related field preferred.
• High school degree required. It will be a plus if you are a student or graduate with a degree in business administration or data analysis.
• Must have 2-3 years’ previous experience in the Call Centre and Escalations industry preferably
• Must have strong verbal and written English skills.
• Knowledge of Microsoft's tools and Salesforce are preferred.
• You would be a great match if you were someone with a sense of urgency, collaborative and communicative.
• Availability to work from Sundays through Thursdays from 7am to 4pm or 8am-5pm, Fridays & Saturdays off.

Work Shift
Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned 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

For residents of Colorado, California, Connecticut, Delaware, Minnesota, and Pennsylvania: Please do not respond to any questions on this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Other Details
As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.

We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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-GV1 #LI-Hybrid

Estimated Job Posting End Date:

02-09-2026

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.