Digital Collections Team Lead: Collections Process Excellence Specialist
hace 1 semana
About Western Union
Western Union is a global leader in the financial services industry, dedicated to making financial services accessible to people everywhere. With a diverse and passionate team of over 8,000 employees serving 200 countries and territories, we are transforming lives and communities.
A Global Company with Local Impact
We design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward. Our commitment to customer-centricity drives everything we do, from creating innovative solutions to delivering exceptional customer experiences.
Your Role in Our Journey
We are seeking a highly skilled Digital Collections Team Lead to join our team in Costa Rica. As a key member of our Digital Collections team, you will play a critical role in supporting and backing up our supervisor with collections tasks and chargeback processing. Your expertise will be essential in maintaining KPIs under control and ensuring daily visibility to the supervisor.
Key Responsibilities:
- Support and back up the supervisor with collections tasks and chargeback processing.
- Collaborate with the collections team to resolve escalations and provide daily assistance.
- Develop and maintain expertise in chargeback processing and all digital collections processes.
- Analyze data to provide recommendations to leaders and stakeholders.
- Communicate effectively with internal teams and agents to ensure prompt responses to customers.
- Provide backup on chargeback upload to portals as needed, adhering to SLAs.
- Participate in weekly/monthly meetings to discuss management topics, employee engagement, and projects.
- Work on critical collection processes and contribute to process improvement initiatives.
Requirements:
- Proven experience working with people, with a strong desire to continue career development as a supervisor.
- Proficient in Microsoft products, with advanced Excel skills required.
- Excellent communication, interpersonal, and leadership skills.
- Outstanding customer service skills with a customer-centric mindset.
- Ability to receive and provide feedback.
- Problem-solving skills, with the ability to challenge processes.
What We Offer
In addition to the opportunity to work for a global leader in the financial services industry, we offer a range of benefits to support your personal and professional growth, including:
- Asociación Solidarista
- Paid time off, including extended maternity leave
- In-house company doctor services
- Continuing education opportunities
- Transportation services options
- Parking spaces
- Hybrid model work
- Flexible working schedules (if applicable)
- Referral program awards
- Employee Resource Groups (ERGs) and committees to volunteer with
- Carpooling Program
- Price Smart membership
- Pan American Medical and Life insurance
- Cafeteria Subsidy
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