**Digital Collections Team Lead - Santa Ana, Costa Rica**
Are you ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions? Are you energized by working with others to tackle problems and improve processes? Join Western Union as a Digital Collections Team Lead.
**Western Union powers your pursuit.**
We are looking for someone who would be part of the Digital Collections Team as a Digital Collections Team Lead responsible for supporting and back up the supervisor with collections tasks and chargeback processing in Western Union.
**Role Responsibilities**
- Responsible for supporting and back up the supervisor with collections tasks and chargeback processing.
- Support the collections team with escalations and daily assistance.
- Expert in chargeback processing and knowledge in all digital collections processes.
- Analyze data and provide recommendations to the leaders and stakeholders.
- Communicate with both internal teams and agents to provide a prompt response to the customers.
- Provide backup regarding chargeback upload to portals when applicable based on SLAs.
- Attend and participate in weekly/ monthly meetings regarding management topics, employee engagement and projects.
- Work on critical collection processes, maintain KPIs under control and daily visibility to the supervisor.
- Partner with supervisor and work on projects / process improvement initiatives.
**Role Requirements**
- Proven skills working with people (acting Supervisor / Team Lead experience is strongly recommended and desired)
- Desire to continue career path as supervisor.
- Proficient with Microsoft products (Advanced Excel is Mandatory).
- Proactive, interpersonal skills, and Leadership are required.
- Excellent verbal and written communication skills.
- Outstanding customer service skills (customer centric mindset).
- Ability to provide and receive feedback.
- Ability to support the team with high standards.
- Problem solver.
- Critical thinking and challenge processes.
- Lean Six Sigma methodology and process improvement knowledge is desired.
**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.
**Benefits**
Your Costa Rica
- specific benefits include:
- Asociación Solidarista
- Paid time off including extended maternity leave.
- In house company doctor services
- Continuing Education
- Transportation services options
- Parking spaces
- Hybrid model work
- Flexible Working Schedules if applicable
- Referral Program award
- Employee Resource Groups (ERG) and committees to volunteer with
- Carpooling Program
- Price Smart membership
- Pan American Medical and Life insurance
- Cafeteria Subsidy
