Senior Specialist, Business Analysis

hace 2 días

Santa Ana, Costa Rica Western Union A tiempo completo

**Senior Specialist, Business Analysis
- Santa Ana, Costa Rica**

Are you interested in providing guidance to the Western Union stores and the agent network? Do you enjoy being the go-to person? Join Western Union as Senior Specialist, Business Analysis

**Western Union powers your pursuit.**

We are looking for a Sr. Specialist, Business Analyst that is an intermediate individual contributor level that works closely with KYA Ops business analysts, Global KYA procedure owners, and Regional Operations functional leaders to solve inquiries in various aspects of the KYA process. The overall objective of this role is to timely assist stakeholders and monitor progress of KYA/KYCC Recertification plan.

**Role Responsibilities**
- Handles due diligence documentation for prospective and existing WU Agents.
- Conducts calibration sessions with Agents and refreshes training events.
- Serves as a single point of contact for Agents during onboarding and recertification events providing best Agent experience.
- Coordinates all KYA-related activities with all regional teams.
- Participates on regular follow-up meetings with the stakeholders (Regional KYA, ROCs Agent Implementation, others)
- Works to ensure adherence of KYA/KYCC execution plans, including daily monitoring of progress.
- Handles reinstatement requests and related issues.
- Monitors reporting tools daily to ensure data accuracy.
- Collaborates on strategic projects as a Subject Matter Expert of KYA/KYCC
- Utilizes creative prproblem-solvingnd solid decision-making abilities to solve issues.
- Follows up on pending packet submissions.
- Is responsible for completion of assigned cases to ensure KYA/KYCC Recertification plan adherence.
- Interacts with Key Account Executives (KAE) and Regional Operations Managers (ROMs) to gather required information needed to complete KYA/KYCC recertifications.
- Conducts regular meetings with KAE/ROMs to monitor progress and discuss any potential issues/roadblocks that may impact recertification plan.
- Becomes SME and Point of contact for KYA/KYCC matters.
- Delivers training when needed.

**Role Requirements**
- 3-5 years of experience in Customer Service background.
- Experience in Training & Quality Analysis, tracking & reporting progress made on set deliverables.
- Background in Compliance Management, and Process Improvement preferred.
- Education Requirement bachelor’s degree
- Strong English (B2+ or higher) language skills are mandatory.
- Strong verbal, written, and listening skills.
- Analytical, reactive, and attentive to detail. Ability to learn computer systems quickly.
- Intermediate Excel Skills
- Good knowledge on Microsoft Office package
- Good analytical skills and Detail oriented
- Analytical, reactive, and attention to detail
- intermediate to advanced.
- Ability to multi-task and work independently.
- Demonstrated critical thinking, problem-solving, and goal-setting skills are required.
- Ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables.
- Experience with eliciting, analyzing, and documenting requirements with minimum support.
- Ability to build relationships through-out all levels of the organization.

**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

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