Business Specialist Incident Management

**Business Specialist Incident Management
- Santa Ana, Costa Rica**

Are you analytically inclined and ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions? Have you been searching for a company that offers impressive growth opportunities? Join Western Union as a Business Specialist Incident Management.

**Western Union powers your pursuit.**

**Role Responsibilities**
- As an Analyst, Product Operations, you’ll join the WU Digital Payments team and will be responsible for analyzing the performance of various products to improve the functionality of bank transfers and card-not-present methods of payments.
- You’ll naturally be inclined to always think about how to implement new ideas, products, processes, and improvements.
- You’ll be comfortable constructing forecasts and making recommendations and strategic plans based on business data and market knowledge.
- You will analyze complex business problems and issues using data from internal and external sources to provide insight to decision-makers.
- You’ll make a difference by consulting users and leading cross-functional teams to address business issues.
- You will also answer inquiries and resolve problems and issues.
- You will assist customer facing organizations in resolution of Bank Enquiries with the support of functional teams and identify patterns in recurring issues based on cases.
- As part of your role, you will process offline tasks associated with loss management or payments assignments for Digital products at a global scale.
- You will support internal and external payment inquiries and when necessary, engage payment vendors and partners.
- You will perform various administrative functions including reporting and maintaining account notes.
- You will ensure all requests are processed accurately and within Service Level Agreements.
- We will require you to demonstrate partnership with any other digital departments such as Payment Exceptions, Compliance, and any others to support customer enquiries or issues.
- The position executes accurate, valid, and timely early monitoring control for settlement, refund, remittance and billing transactions for agents, financial institutions, or other product users.
- Directly contributes to ensuring outstanding customer service quality levels, assuring execution of risk management measures, maintaining valid supporting documents for all transactions, providing research, root cause and recommendations to address gaps in delivering incumbent duties, investigating issues, and providing resolutions.
- The incumbent has the authority to make independent decisions in 90% of the cases under their responsibility, whereas in 10% of the situations the incumbent makes recommendation for the decision makers at the upper grade. 30% of incumbent decisions are based on standard procedures/guidelines whereas 70% of the decisions are based on circumstances and fact analysis in case-by-case situations balancing customer service quality and financial demands.

**Role Requirements**
- 2+ of experience working in the financial sector or equivalent.
- Bachelor degree in Finance, Business Administration, Industrial Engineering or IT-related field, highly preferred.
- Online payments and banking experience.
- Fluency in English with outstanding verbal, writing, and listening skills (B2+).
- Complete responses to bank inquiries and disputes by preparing comprehensive case reviews.
- Ability to produce datasets and reports for analysis using PowerBI, and Advanced MS Excel.
- Advanced SLQ, Phyton, R Studio, highly desired.
- Excellent analytical, critical thinking and problem-solving skills with attention to detail.
- Willingness to ask questions and ability to quickly grasp and master new concepts and requirements, related to product and process knowledge.
- Ability to work independently and take ownership of various parts of a project/initiative and follow through until resolution.
- Confidence in making instinctual and logical decisions with little or no supervision.
- Be self-motivated and results oriented.
- Customer experience mindset.
- Having an Agile approach and project management (Scrum, Green Belt, JIRA) and/or any other business intelligence tools (Looker, Snowflake, etc SQL).
- Incident management skills and ability to follow up with vendor, partners and technical teams to meet internal SLAs and stakeholder’s expectations.
- Being curious, attention to details in combination with assertiveness to go above and beyond expectations.
- Storytelling ability as part of incident management.
- As part of this position, we need a professional that connect with our culture, values and behaviors, a person that wants to grow with us and drive results about our customers and put them at the center of everything we do.
- Schedule Flexibility is a must.

**We make financial services accessible to humans everywhere. Join us for what’s next.**

Western Union is positi