Senior Escalations Analyst

hace 2 semanas


Santa Ana, Costa Rica Western Union A tiempo completo

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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