Digital Collections Team Lead

hace 2 meses

Santa Ana, Costa Rica Western Union A tiempo completo
Digital Collections Team Lead - Santa Ana, Costa Rica

Are you ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions? Are you energized by working with others to tackle problems and improve processes? Join Western Union as a Digital Collections Team Lead.

Western Union powers your pursuit.

We are looking for someone who would be part of the Digital Collections Team as a Digital Collections Team Lead responsible for supporting and back up the supervisor with collections tasks and chargeback processing in Western Union.

Role Responsibilities

Responsible for supporting and back up the supervisor with collections tasks and chargeback processing. Support the collections team with escalations and daily assistance. Expert in chargeback processing and knowledge in all digital collections processes. Analyze data and provide recommendations to the leaders and stakeholders. Communicate with both internal teams and agents to provide a prompt response to the customers. Provide backup regarding chargeback upload to portals when applicable based on SLAs. Attend and participate in weekly/ monthly meetings regarding management topics, employee engagement and projects. Work on critical collection processes, maintain KPIs under control and daily visibility to the supervisor. Partner with supervisor and work on projects / process improvement initiatives.

Role Requirements

Management experience is a plus. Desire to continue career path as supervisor. Proficient with Microsoft products (Advanced Excel is Mandatory). Proactive, interpersonal skills, and Leadership are required. Excellent verbal and written communication skills. Outstanding customer service skills (customer centric mindset). Ability to provide and receive feedback. Ability to support the team with high standards. Problem solver. Critical thinking and challenge processes. Lean Six Sigma methodology and process improvement knowledge is desired.

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 (). 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 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

Our hybrid work model

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. 

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