Digital Collections Team Lead

hace 3 semanas

Santa Ana, Costa Rica Western Union A tiempo completo

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

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