Senior Escalations Analyst
hace 2 semanas
Senior Escalations Analyst
We are seeking a skilled Senior Escalations Analyst to join our Digital Review Team. As a key member of our team, you will be responsible for analyzing digital transactions and providing exceptional customer service.
Key Responsibilities
- Contribute to a collaborative team environment and maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
- Handle second-level escalations and product-related training.
- Ensure documentation, procedures, and measurements are up-to-date with industry standards.
- Support regulatory requirements for Dodd Frank.
- Interact with agents to solve requests and understand their needs.
- Provide feedback to improve agent experience.
- Collaborate with internal teams to solve issues.
- Contribute to a positive team environment and maintain a high level of professionalism.
Requirements
- 2+ years of experience in the call center industry.
- High school degree required, college degree or equivalent preferred.
- Strong problem-solving skills and excellent customer service.
- Strong verbal and written English skills.
- Portuguese is a plus.
- Ability to effectively communicate with different levels of the organization.
- Outstanding organizational skills with emphasis on time management and issue resolution.
- Competent in providing constructive feedback and analytical skills.
- Intermediate/Advanced Excel.
- Teamwork attitude.
- Availability to work on weekends.
Benefits
As a Senior Escalations Analyst, you will have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms.
Our Hybrid Work Model
Western Union values in-person collaboration, learning, and ideation. We believe this creates value through common ways of working and supports the execution of enterprise objectives. By connecting face-to-face, we are better able to learn from our peers, solve problems together, and innovate.
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