**Senior Analyst Escalations, Customer Care, Santa Ana, Costa Rica**
Are you looking to take a front seat in driving client services to a whole new level?
Are you passionate about helping others and providing a world-class customer experience?
Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive?
Then join Western Union as a Senior Analyst Escalations, Customer Care.
**Western Union powers your pursuit.
**
You'll be responsible for handling escalations and request from our agents, Regional Operations, Sales Accounts Management, internal departments, and Partners to facilitate the money transfer process particularly in North America and Latin America regions, with a focus on the following:
**Role Responsibilities**
- Connect with different departments to find solutions to complex scenarios.
- Responsible for complying with deadlines, SLAs and follow ups provided updates or resolution 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.
**Role Requirements**
- High school degree required, college degree or equivalent preferred.
- Must have strong verbal and written English skills.
Experience with different accents is a plus.
- Preferably 2-3 years' previous experience in Call Centre industry.
- Strong ability to solve problems while focusing on excellent customer service.
- Competent in providing constructive feedback, strong analytical skills and logical thinker with effective time management skills and ability to multi-task.
- Root cause analysis experience is a plus.
- Methodical, detailed, and organized.
- Responsibility to work autonomously.
- Intermediate Microsoft Office and Excel is a plus.
**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**
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:
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
LI-YVI