Senior Specialist, Customer Care

hace 1 semana

Santa Ana, Costa Rica Western Union A tiempo completo

**Senior Specialist, Customer Care - Santa Ana, Costa Rica**

Are you ready to use your analytical skills, business acumen, and eye for detail? Do you want to unleash for ability in a global company that is dedicated to moving money for better? Join Western Union as a Senior Specialist, Customer Care

**Western Union powers your pursuit.**

We are looking for someone who would be part of the Field Escalations Desk team responsible for escalated cases to provide resolution on complex scenarios as a Senior Specialist, Customer Care in Western Union.

**Role Responsibilities**
- Your daily tasks will include the analysis of escalated cases to provide resolution on complex scenarios related to Agent Support processes using your knowledge and contacts for the best outcome.
- Your role will require managing written communication with SAM organization, Partners, and internal areas while ensuring that an excellent quality service is always delivered.
- Your role will not only be vital in ensuring that our processes and procedures are followed but also revising them to find the best approaches and solve or even prevent escalations by providing tools, training, or development to the teams that escalate cases.

**Role Requirements**
- Methodical, detailed and organized.
- Responsibility to work autonomously.
- Problem-solving skills
- Procedure-oriented, customer oriented and quality oriented.
- Ability to follow instructions, procedures, and deadlines.
- English skills(B2+).
- Adhering to regulatory requirements.
- Ensuring documentation integrity.
- Intermediate Microsoft Office and Excel is a plus
- Experience in shared services is a plus
- Experience working under pressure.

**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

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