Senior Business Recovery Specialist

hace 2 días


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

At Western Union, we are committed to moving money for the better. If you are passionate about providing a world-class customer experience and helping others, we invite you to join our team as a Senior Business Recovery Specialist.

This role is crucial in managing the domestic recovery process from end-to-end, distributing workload between team members, and ensuring day-to-day operations run smoothly. You will be responsible for:

  • Researching credit card chargeback disputes for unpaid transactions and monitoring disputed transactions
  • Coordinating the request and retrieval of proof of payment to support the dispute process
  • Validating data from internal and third-party systems and ensuring an appropriate course of action is pursued
  • Picking up chargebacks, collecting information, producing letters, and loading them to automated tools or vendor portals to defend them
  • Driving process automation by initiating, testing, and approving RPA and system enhancements solutions

You will also be responsible for:

  • KPIs and keeping a smooth, efficient, and up-to-date rebuttal process for card collections to ensure all chargebacks are responded to on time
  • Driving continuous representment rates increase for specific processors
  • Being the main POC for card dispute processing and interfacing with multiple internal and external stakeholders
  • Preparing reports and presenting results to management and different stakeholders

To succeed in this role, you will need:

  • High school education required, university degree or advanced studies or relevant certifications preferred
  • Experience owning and leading processes, understanding digital payments or collections processes, and working with VISA and MasterCard disputes
  • Sound knowledge of VISA and MasterCard dispute reason codes and relevant compelling evidence
  • Fluency in English and Spanish (B2+)
  • Proficiency in Microsoft Excel and basic computer literacy
  • Ability to use reporting tools to process large quantities of data
  • Trouble shooting, analytical, and time management skills
  • 2+ years of experience with multiple software tools and processor portals and demonstrable software literacy to monitor the correct performance of automated solutions

We offer a range of benefits, including short-term incentives, health insurance options, accident and life insurance, and access to best-in-class development platforms. We value in-person collaboration and believe that it creates value through common ways of working and supports the execution of enterprise objectives. Our Hybrid Work Model categorizes each role into one of three categories, and this role has been determined to be Hybrid, which enables employees to divide their time between working from home and working from an office location.



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