Senior Specialist, Operations

Senior Specialist, Operations – Santa Ana, Costa Rica

Does playing a meaningful role in Agent Information Management sound exciting to you? How about bringing your analytical skills to a global business that is committed to moving money for better? Join Western Union as a Senior Specialist, Operations.

Western Union powers your pursuit.

We are looking for a Sr. Specialist that is an intermediate individual contributor level that works closely with KYA Ops business analysts, Global KYA procedure owners, and Regional Operations functional leaders to solve inquiries in various aspects of the KYA process. The overall objective of this role is to timely assist stakeholders and monitor progress of KYA/KYCC Recertification plan.

Role Responsibilities

• Handles due diligence documentation for prospective and existing WU Agents.
• Handles email and phone communication with Agents. 
• Conducts calibration sessions with Agents and refreshes training events.
• Serves as a single point of contact for Agents during onboarding and recertification events providing best Agent experience.
• Coordinates all KYA-related activities with all regional teams.
• Participate on regular follow-up meetings with the stakeholders (Regional KYA, ROCs Agent Implementation, others)
• Works to ensure adherence of KYA/KYCC execution plans, including daily monitoring of progress.
• Handles reinstatement requests and related issues.
• Monitors reporting tools daily to ensure data accuracy.
• Collaborates on strategic projects as a Subject Matter Expert of KYA/KYCC
• Utilizes creative problem solving and solid decision-making abilities to solve issues.
• Follows up on pending packet submissions.
• Is responsible for completion of assigned cases to ensure KYA/KYCC Recertification plan adherence.
• Interacts with the business team including Key Account Executives (KAE) and Regional Operations Managers (ROMs) gather required information needed to complete KYA/KYCC recertifications.
• Conducts regular meetings with KAE/ROMs to monitor progress and discuss any potential issues/roadblocks that may impact recertification plan.
• Responds to escalation emails in a timely manner.
• Becomes SME and Point of contact for KYA/KYCC matters.
• Delivery of training when needed.

Role Requirements

• 3-5 years of experience in Customer Service background.
• Experience in Training & Quality Analysis, tracking & reporting progress made on set deliverables.
• Background in Compliance Management and Process Improvement preferred.
• Education Requirement bachelor's degree
• Strong English (B2+ or higher) language skills are mandatory.
• French language will be a plus.
• Strong verbal, written, and listening skills.
• Analytical, reactive, and attentive to detail. Ability to learn computer systems quickly.
• Intermediate Excel Skills
• Good knowledge of Microsoft Office package
• Good analytical skills and Detail oriented
• Analytical, reactive, and attention to detail- intermediate to advanced.
• Ability to multi-task and work independently.
• Demonstrated critical thinking, problem-solving, and goal-setting skills are required.
• Ability to manage multiple deliverables in a highly energized and fast-paced environment within a framework of constantly shifting deadlines and deliverables.
• Experience with eliciting, analyzing, and documenting requirements with minimum support.
• Ability to build relationships throughout all levels of the organization.

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.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You'll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you're ready to help drive the future of financial services, it's time for Western Union. Learn more about our purpose and people at

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 ). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Costa Rica- specific benefits include:

• Asociación Solidarista
• In-house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week. 

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation for applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-GV1 #LI-Hybrid

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.