Senior Analyst Escalations, Customer Care – Santa Ana, Costa Rica

at  Western Union

SENIOR ANALYST ESCALATIONS, CUSTOMER CARE – SANTA ANA, COSTA RICA

Are you ready to join an advanced team that customers and internal areas and partners depend on to provide a great Agent Experience? Are you ready to unleash your potential in a global company that moves money for the better? Join Western Union as a Senior Analyst Escalations, Customer Care.

WESTERN UNION POWERS YOUR PURSUIT.

We are looking for someone who would be part of the Digital Review Team as an Associate, Digital Review Team Analyst responsible for analyzing digital transactions in the Western Union.

ROLE RESPONSIBILITIES

• Contributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
• Handles second level of escalations (call, email and chat) and product related “up training”.
• Ensure that documentation/procedures/ measurements are kept up to date with industry standards.
• Supports regulatory requirements for Dodd Frank.Interact with agents directly over the phone and email to solve their requests and understand their needs firsthand.
• Receive escalations from our Tier 1 teams to solve specialized cases that they cannot solve.
• Provide feedback to partner site members and over processes to improve agent experience.
• Collaborate with our internal teams on solving for the agents and internal areas.
• Ensures that documentation/procedures/ measurements are kept up to date with industry standards by using them and providing feedback.
• Contributes to the team environment and maintains a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
• Ability to adapt to a changing environment

ROLE REQUIREMENTS

• +2 years of experience in the call center industry
• High school degree required, college degree or equivalent preferred.
• Strong ability to solve problems while focusing on excellent customer service.
• Strong verbal and written English skills are required.
• Portuguese is nice to have.
• Ability to effectively communicate with different levels of the organization.
• Outstanding organizational skills with emphasis in time management and issue resolution
• Competent in providing constructive feedback, strong analytical skills and logical thinkers with effective time management skills and ability to multi-task.
• Intermediate/Advanced Excel.
• Teamwork attitude.
• Mon-Sun schedules. Availability to work on weekends.
• Proven accountability and sense of urgency on assigned tasks or escalations.