Data Analyst, Escalation Resolution Expert
hace 3 días
About the Role
We are seeking a skilled Data Analyst to join our team as an Escalation Resolution Expert. In this role, you will play a key part in investigating and resolving highly escalated customer concerns at Western Union.
Key Responsibilities:
- Use advanced data analytics to identify and resolve customer escalation issues.
- Perform root cause analysis to determine the underlying causes of customer escalations and partner with stakeholders to provide resolutions.
- Pull customer complaint data using SQL, Alteryx, Excel, and Matillion (future) to perform quantitative analysis and identify impacted populations requiring remediation.
- Manage issue resolution processes with stakeholders to ensure root causes are determined, proper controls are put in place, and business loops are closed.
- Provide summary reports on issues and remediation for presentation to the executive team.
- Utilize both quantitative and qualitative analysis to determine systemic problems or process-related issues.
Requirements:
- 3-5 years of data analysis experience (preferably within Financial Services).
- Bachelor's degree in math, statistics, data management, or related field, or equivalent.
- Excellent verbal and written communication skills (English proficiency required).
- Proven ability to work in a fast-paced, high-pressure environment.
- Project management skills and/or experience overseeing projects.
- Proficiency in SQL, Excel, and strong quantitative and qualitative skills.
- Demonstrated problem-solving skills, organizational skills, and ability to set priorities and meet deadlines.
About Us
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 worldwide. Our digital and physical financial ecosystem offers easy-to-use products and services that help our customers move forward.
Benefits
In Costa Rica, our benefits include:
- Asociación Solidarista: Paid time off, extended maternity leave, in-house doctor services, continuing education, transportation options, parking spaces, hybrid model work, flexible schedules, referral program award, employee resource groups, carpooling program, Price Smart membership, Pan American Medical and Life insurance, cafeteria subsidy.
Our Hybrid Work Model
We value in-person collaboration, learning, and ideation whenever possible. By connecting face-to-face, we learn from peers, solve problems together, and innovate. Our Hybrid Work Model categorizes roles into three categories. This position falls under Hybrid, defined as a flexible working arrangement allowing employees to divide time between working from home and office locations. The expectation is to work from the office a minimum of three days a week.
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