Sr. Specialist, Documentation Customer Advocate

Role Responsibilities

Responsible for producing high‑quality, executive‑ready written content that clearly documents the resolution of highly escalated customer issues. This role transforms complex, sensitive, and technical cases into concise, accurate, and compelling narratives for senior leadership and global partners.

Acting as both a writer and an analyst, the Senior Specialist documents root cause analysis, identifies systemic drivers of escalations, and recommends long‑term solutions to improve customer experience. This role maintains a robust documentation library, drives insight‑led content improvements, and supports global complaint initiatives. With strong product and process expertise, the Senior Specialist ensures every written deliverable is clear, trustworthy, and reflects exceptional customer care.

• Create accurate, clear, and well‑structured written summaries of highly escalated customer complaints.
• Write both short‑form and long‑form content tailored to the needs of Executive leadership.
• Translate complex technical, regulatory, or operational issues into simple, customer‑focused narratives.
• Maintain and continuously improve the documentation library, ensuring consistency and quality across all materials.
• Draft, revise, and refine documentation based on case-specific needs, stakeholder feedback, and evolving business requirements, including documents from the Process Team.
• Ensure all content is insightful, compliant, helpful, and aligned with Western Union’s tone and standards.
• Apply storytelling techniques to highlight customer experience, impact, and resolution outcomes.
• Manage the approvals process for written content and ensure timely, polished deliverables.
• Summarize findings in a manner that supports decision‑making and continuous improvement.
• Work closely with Product, Process, Compliance, Operations, and other internal departments to collect information, clarify issues, and ensure written accuracy.
• Collaborate on special projects related to customer service enhancement and escalation prevention.

Role Requirements

• Bachelor’s degree in English, Communications, or a related field; or 3–5 years of relevant experience in documentation or a similar discipline.
• A self‑starter with the ability to work autonomously and drive tasks independently.
• Strong writing skills with demonstrated experience producing clear, well‑organized documentation.
• Ability to manage and maintain multiple cases simultaneously, ensuring accuracy and timely completion.
• Strong relationship‑building skills and the ability to collaborate across departments.
• Excellent organizational, prioritization, and time‑management abilities, especially under pressure.
• Experience working with complex customer service issues or escalations preferred.
• English fluency (B2+) required.

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

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

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.

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Estimated Job Posting End Date:

03-31-2026

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.