Digital Collections Team Lead

at  Western Union

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.