Senior Analyst Escalations, Customer Care

hace 1 semana

Santa Ana, Costa Rica Western Union A tiempo completo

**Senior Analyst Escalations, Customer Care, Santa Ana, Costa Rica**

Are you looking to take a front seat in driving client services to a whole new level? Are you passionate about helping others and providing a world-class customer experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Senior Analyst Escalations, Customer Care.

**Western Union powers your pursuit.**

You’ll be responsible for handling escalations and request from our agents, Regional Operations, Sales Accounts Management, internal departments, and Partners to facilitate the money transfer process particularly in North America and Latin America regions, with a focus on the following:
**Role Responsibilities**
- Connect with different departments to find solutions to complex scenarios.
- Responsible for complying with deadlines, SLAs and follow ups provided updates or resolution to Agents.
- Ensure excellent quality service is always delivered.
- Ensure that documentation/procedures are kept up to date with industry standards.
- Monitor process and procedures are correctly followed by the first level of interaction.
- Coach the first level of interaction when failure is detected.
- Detect improvement opportunities by bringing ideas, participating in projects, documenting procedures, providing coaching/shadowing/training sessions.

**Role Requirements**
- High school degree required, college degree or equivalent preferred.
- Must have strong verbal and written English skills. Experience with different accents is a plus.
- Preferably 2-3 years’ previous experience in Call Centre industry.
- Strong ability to solve problems while focusing on excellent customer service.
- Competent in providing constructive feedback, strong analytical skills and logical thinker with effective time management skills and ability to multi-task.
- Root cause analysis experience is a plus.
- Methodical, detailed, and organized.
- Responsibility to work autonomously.
- Intermediate Microsoft Office and Excel is a plus.

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

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 and receivers around the globe. More than moving money, we design easy-to-use products and services for our digital and physical financial ecosystem that help our customers move forward.

**Benefits**

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few:
Your Costa Rica
- specific benefits include:

- Asociación Solidarista
- Paid time off including extended maternity leave.
- In house company doctor services
- Continuing Education
- Transportation services options
- Parking spaces
- Hybrid model work
- Flexible Working Schedules if applicable
- Referral Program award
- Employee Resource Groups (ERG) and committees to volunteer with
- Carpooling Program
- Price Smart membership
- Pan American Medical and Life insurance
- Cafeteria Subsidy

LI-YVI

  • Senior Analyst Escalations, Customer Care

    hace 1 semana

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Senior Analyst Escalations, Customer Care - Santa Ana, Costa Rica** Are you looking to take a front seat in driving client services to a whole new level? Are you passionate about helping others and providing a world-class customer experience? Join Western Union as a Senior Analyst Escalations, Customer Care. **Motivated by our values: purpose driven,...

  • Customer Care Specialist

    hace 1 semana

    Santa Ana, Costa Rica Nitel A tiempo completo

    **The Role** You work side by side with our Sales team, who are the first contact with our partners. You provide a knowledge-based quotes and experience to give the best solutions. You are also in charge of procuring contracts and establishing lasting communications and relationships with our partners. **What You'll Do** - Interface with customers;...

  • Escalations Specialist, Anti Money Laundering

    hace 2 semanas

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Escalations Specialist, Anti Money Laundering Compliance** - Santa Ana, Costa Rica** Are you ready to join an advanced team in a global company that is passionate about preventing money laundering, human smuggling, fraud and other illegal financial transactions? Join Western Union as an Escalations Specialist, Anti Money Laundering Compliance **Motivated...

  • Escalations and Operations Coordinator

    hace 2 semanas

    Santa Ana, Costa Rica Western Union A tiempo completo

    JR0125441Escalations and Operations Coordinator – Santa Ana Costa RicaAre you ready to join an advanced team that customers depend on to prevent fraudulent transactions? Are you ready to unleash your potential in a global company that moves money for better? Join Western Union as anEscalations and Operations Coordinator.Western Union powers your pursuit.We...

  • Senior Analyst, Aml Compliance

    hace 1 semana

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Senior Analyst, Anti-Money Laundering Compliance**: - Santa Ana, Costa Rica** Do you want to unleash your potential in a global Fintech company? Do you want a role with career development opportunities? Join Western Union as a Senior Analyst, Anti-Money Laundering (AML) Compliance. **Western Union powers your pursuit.** We’ll be looking to you to be...

  • Customer Success Manager

    hace 24 horas

    Santa Ana, Costa Rica Hewlett Packard A tiempo completo

    **Job Summary** - This role is responsible for creating and executing account business plans and customer success plans while handling monitoring and analyzing deal’s P&L performance to ensure overall success. The role supports the end-to-end execution of deals including proposal, negotiation, delivery, contract renewal etc. **Responsibilities** - Creates...

  • Treasury Analyst

    hace 1 semana

    Santa Ana, Costa Rica PTS Consulting A tiempo completo

    Senior Treasury Analyst Senior Treasury Analyst Job description: The Senior Treasury Analyst is responsible for supporting treasury operations & related cash management support, including periodic reporting for senior management. Additionally, this position will assist with high-level accounts receivable and accounts payable processes and...

  • Customer Support Specialist

    hace 6 días

    Santa Ana, Costa Rica Nitel A tiempo completo

    **the gig** You are all about the customer! You can't just deliver customer service...you are compelled to deliver AWESOME! You are the liaison between Nitel and the customer, serving as the customer’s advocate while balancing doing the right thing for the business. You focus on account retention and incremental growth opportunities within existing...

  • Senior Data Analyst, Anti-money Laundering

    hace 2 semanas

    Santa Ana, Costa Rica Western Union A tiempo completo

    **Senior Data Analyst, Anti-Money Laundering Compliance - Costa Rica** Are you interested in developing data science and analysis skills using complex and robust data on a time of high performing data analysts? Are you self-motivated, ready to learn, and open to a fun and collaborative team environment? Join the Western Union Compliance Systems and...

  • Senior Coordinator, Operations

    hace 6 días

    Santa Ana, Costa Rica Western Union A tiempo completo

    JR0125872Senior Coordinator, OperationsAre you ready for your next career at a company that envisions a culture of global unity and boundless connection? Then it's time to join Western Union as a Senior Coordinator, Operations.Western Union powers your pursuit.This role will be responsible of the enrollment approval, system configuration and maintenance of...