**Senior Analyst, Implementation and Integration - Santa Ana, Costa Rica**
Are you ready to use your analytical skills, eye for detail, and business acumen? Are you ready to work for a truly innovative and international organization? Join Western Union as a Senior Analyst, Implementation and Integration.
**Western Union powers your pursuit**
You will be responsible for use advanced data analytics to investigate and resolve highly escalated customer concerns in Western Union with a focus on the following:
**Role Responsibilities**
- You will use advanced data analytics to investigate and resolve highly escalated customer concerns.
- You will perform a root cause analysis to identify and eliminate the underlying issues triggering the customer's escalation, and partner with the appropriate stakeholders to provide resolution.
- You will use SQL (Snowflake), Alteryx, Excel, and in the future Matillion to pull customer complaint data and perform a quantitative analysis to determine the impacted population requiring remediation.
- You should manage the issue resolution process with the appropriate stakeholders and ensure that root cause has been determined, the proper controls have been put in place and the business has closed the loop.
- You will play a key role in providing summary reports of issues and remediation for presentation to the executive team.
- This will require a basic knowledge of Microsoft 365. Use both quantitative and qualitative analysis to determine whether there is a systemic problem or a process-related issue.
**Role Requirements**
- For this role, you will need 3-5 years of data analysis experience strongly desired, preferably within the Financial Services industry.
- A bachelor´s degree in math, statistics, data management or a related area of study and/or equivalent.
- You will have excellent verbal and written communication skills (English C1-83%) and a proven ability to work in a fast-paced and high-pressure environment.
- You should have project management skills and/or experience overseeing projects preferred. SQL and CRUD skills along with experience performing data manipulation and/or data extraction (Alteryx and/or Matillion experience a plus).
- You should be proficient in SQL, Excel and possess strong quantitative and qualitative skills.
- Demonstrated problem solving skills and organizational skills and demonstrated ability to set priorities and meet deadlines.
**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
**Our hybrid work model**
Western 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, problem-solve 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.
LI-Hybrid
