Specialist, Digital Review Team – Santa Ana Costa Rica

Are 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 a Specialist, Digital Review Team.

Western Union powers your pursuit.

We are looking for someone who would be part of the Digital Review Team as a Specialist, Digital Review Team responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements

Role Responsibilities

Be comfortable analyzing forecasts, making recommendations and strategic plans based on business data. Analyze complex business problems and issues using data from internal sources to provide insight to decision-makers. Make a difference by consulting users and leading cross-functional teams to address business issues. Performs floor management activities, analysis, and quality monitoring of transactional, call volume via real-time queues and provide real-time support to the operation for both domestic and international regions. You will also answer inquiries, resolve problems and issues. Complete responses to customer escalations and disputes by preparing comprehensive case reviews by applying critical thinking and analytical skill. Performs various administrative functions including reporting, volume assignation and optimization. Ensures all requests are processed accurately and within Service Level Agreements. Responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements. Be inclined to always think about how to implement new ideas, processes, and improvements. Subject matter expert in assuring that the team provides outstanding customer service that is in the best balance of business and customer needs. Contributes to ensuring outstanding customer service quality levels, assuring execution and risk prevention, providing research, root cause and recommendations to address gaps in delivering incumbent duties, investigating issues, and providing resolutions.  We will require you to demonstrate partnership with any other digital departments such as Decision Science, Fraud Monitoring, Payments and Compliance teams, and any others to support customer enquiries or issues.

Role Requirements

Bachelor's degree or currently studying a career in business administration, industrial engineering or similar.          People management skills as you will be responsible for the personal and professional development of the team/employees. Ability to work in a fast-paced, highly structured, deadline-driven culture. Fluency in English with outstanding verbal, writing, and listening skills (Level B2+, C1 ideal). Complete responses to customers’ escalations and disputes by preparing comprehensive case reviews. MS Office proficiency. Excellent analytical, critical thinking and problem-solving skills with attention to details. 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, results oriented and customer services mindset. Having an Agile approach and project management like Greenbelt certification (or willing to get certified on his/her own within the first 6 months in the position) is a plus. Ability to produce datasets and reports for analysis using Excel and Power BI. Schedule flexibility is a must.

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 https://careers.westernunion.com/.

Benefits

You will also have access to short-term incentives, multiple health insurance options, accident and lifeinsurance, and access to best-in-class development platforms, to name a few ( https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interviewprocess 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

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.

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 to applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-YA1

Estimated Job Posting End Date:

02-03-2025

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.