Senior Analyst Escalations, Customer Care – Santa Ana, Costa RicaAre you ready to join an advanced team that customers and internal areas and partners depend on to provide a great Agent Experience?
Are you ready to unleash your potential in a global company that moves money for the 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 Digital Review Team as an Associate, Digital Review Team Analyst responsible for analyzing digital transactions in the Western Union.Role ResponsibilitiesContributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.Handles second level of escalations (call, email and chat) and product related "up training".
Ensure that documentation/procedures/ measurements are kept up to date with industry standards.
Supports regulatory requirements for Dodd Frank.Interact with agents directly over the phone and email to solve their requests and understand their needs firsthand.
Receive escalations from our Tier 1 teams to solve specialized cases that they cannot solve.
Provide feedback to partner site members and over processes to improve agent experience.
Collaborate with our internal teams on solving for the agents and internal areas.Ensures that documentation/procedures/ measurements are kept up to date with industry standards by using them and providing feedback.
Contributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.Ability to adapt to a changing environment Role Requirements+2 years of experience in the call center industryHigh school degree required, college degree or equivalent preferred.
Strong ability to solve problems while focusing on excellent customer service.
Strong verbal and written English skills are required.Portuguese is nice to have.Ability to effectively communicate with different levels of the organization.Outstanding organizational skills with emphasis in time management and issue resolutionCompetent in providing constructive feedback, strong analytical skills and logical thinkers with effective time management skills and ability to multi-task.Intermediate/Advanced Excel.Teamwork attitude.Mon-Sun schedules.
Availability to work on weekends.Proven accountability and sense of urgency on assigned tasks or escalations.
.BenefitsYou 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 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 SolidaristaIn-house company doctor servicesTransportation services optionsReferral Program awardEmployee Resource Groups (ERG) and committees to volunteer withPan American Medical and Life insuranceCafeteria DiscountsOur hybrid work modelWestern 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, solve problems 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.