Specialist, Digital Review Team

hace 3 días

San José, San José, Costa Rica Western Union A tiempo completo

Specialist, Digital Review Team – Santa Ana Costa Rica Are you ready to join an advanced team that customers depend on to prevent fraudulent transactions?
Are you ready to unleash your potential in a global company that moves money for better?
Join Western Union as a Specialist, Digital Review Team.Western Union powers your pursuit.We are looking for someone who would be part of the Digital Review Team as a Specialist, Digital Review Team responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreementsRole ResponsibilitiesBe comfortable analyzing forecasts, making recommendations and strategic plans based on business data.Analyze complex business problems and issues using data from internal sources to provide insight to decision-makers.Make a difference by consulting users and leading cross-functional teams to address business issues.Performs floor management activities, analysis, and quality monitoring of transactional, call volume via real-time queues and provide real-time support to the operation for both domestic and international regions.
You will also answer inquiries, resolve problems and issues.Complete responses to customer escalations and disputes by preparing comprehensive case reviews by applying critical thinking and analytical skill.Performs various administrative functions including reporting, volume assignation and optimization.Ensures all requests are processed accurately and within Service Level Agreements.Responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements.Be inclined to always think about how to implement new ideas, processes, and improvements.Subject matter expert in assuring that the team provides outstanding customer service that is in the best balance of business and customer needs.Contributes to ensuring outstanding customer service quality levels, assuring execution and risk prevention, providing research, root cause and recommendations to address gaps in delivering incumbent duties, investigating issues, and providing resolutions.
We will require you to demonstrate partnership with any other digital departments such as Decision Science, Fraud Monitoring, Payments and Compliance teams, and any others to support customer enquiries or issues.Role RequirementsBachelor's degree or currently studying a career in business administration, industrial engineering or similar.
People management skills as you will be responsible for the personal and professional development of the team/employees.Ability to work in a fast-paced, highly structured, deadline-driven culture.Fluency in English with outstanding verbal, writing, and listening skills (Level B2+, C1 ideal).Complete responses to customers' escalations and disputes by preparing comprehensive case reviews.MS Office proficiency.Excellent analytical, critical thinking and problem-solving skills with attention to details.Willingness to ask questions and ability to quickly grasp and master new concepts and requirements, related to product and process knowledge.Ability to work independently and take ownership of various parts of a project/initiative and follow through until resolution.Confidence in making instinctual and logical decisions with little or no supervision.Be self-motivated, results oriented and customer services mindset.Having an Agile approach and project management like Greenbelt certification (or willing to get certified on his/her own within the first 6 months in the position) is a plus.Ability to produce datasets and reports for analysis using Excel and Power BI.Schedule flexibility is a must.
.BenefitsYou will also have access to short-term incentives, multiple health insurance options, accident and lifeinsurance, 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 interviewprocess 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, 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.

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