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Specialist, Agent Support – Mexico CityWe are looking for a Specialist, Agent Support to provide high-quality, timely service to our North America Bill Payment partners. This role requires strong communication skills in Spanish and English and a deep understanding of the payments landscape.Role ResponsibilitiesSupport end-to-end biller operations and account management to provide a world-class biller/partner experience and retain revenue.Act as a liaison between internal departments and Biller/customers to implement solutions and resolve inquiries.Investigate and resolve issues, providing product advice related to accounts—ensuring customer satisfaction and revenue protection.Ensure service quality and support objectives align with strategic goals and operating standards.Enhance service quality, ensure compliance, and provide training to optimize delivery and business growth.Create and maintain client profiles within the client relationship databases daily.Complete enrollment forms, contractual updates, and bank changes.Leverage thorough knowledge of client configurations to understand goals and needs.Independently manage special projects while maintaining high performance in day-to-day tasks.Maintain contact with Vertical Sales Representatives to strategize on maximizing account performance.Manage many complex client accounts.Serve as subject‑matter expert to peers and clients.Role RequirementsBachelor’s degree or pursue a degree with at least 2 years of experience as an agent support specialist.Fluent in Spanish and English.Previous experience providing exceptional support and resolving client issues.Excellent verbal and written communication skills with attention to detail, judgment, and critical thinking.Ability to build long‑standing relationships with billers.Effective response to client and partner inquiries.Comfortable working in a highly complex environment.BenefitsShort-term incentives, multiple health insurance options, accident and life insurance.Access to best-in-class development platforms.Grocery vouchers.2 personal days off.Special days for marriage.Christmas bonus (30 days).24/7 Virtual Medical Assistance.Western Union is committed to diversity and inclusion. We do not discriminate based on race, color, national origin, religion, political affiliation, sex, sexual orientation, gender identity, age, disability, marital status, or veteran status. Accommodation will be provided to applicants with disabilities following applicable laws.Location: Mexico City Metropolitan Area. End of posting: 01-16-2026.Seniority level: Associate; Employment type: Full-time; Job function: Other; Industries: Financial Services and Banking. #J-18808-Ljbffr
