Operations Support Supervisor

hace 3 semanas

Ciudad de México, Ciudad de México Ria A tiempo completo

Ria's mission is to be the most progressive money transfer company in the world by offering service excellence and the most competitive and reliable remittance payment services to our customers.

Ria Money Transfer is a leading global money transfer company and a division of the Ria Mexico Solution S de R.L de C.V. RIA is a worldwide leader in remittances and is a recognized benchmark in both the quality and reliability of its public service.

Our enthusiastic Operations Support team are the first point of contact to our customers when they need collect their transactions into the United States or need to review a bill payment provider. The team provides information about transaction statuses, updates about progress and resolves general customer queries.

**Key Responsibilities**

As a key member of our Operations Support team, your main responsibilities will include:

  • Focus on measuring key performance indicators (KPIs)
  • Support Ria customers/beneficiaries with money transfers and payment assistance in the United States, Canada, Puerto Rico, and the Virgin Islands
  • Provide Ria locations to receive money and payment options
  • Mark orders paid to provide credit to our paying locations
  • Authorize payments
  • Perform other duties as assigned or requested
  • Review pending unpaid orders to resolve them
  • Assist the Transmissions Support team when necessary
  • Provide requirements to add domestic services when agents request
  • Document call activity accurately using our proprietary system
  • Support Global Agents with money transfers sent through Ria
  • Assist with cancellations, payments, modifications, and refunds

**Requirements**

To be successful in this role, you will need:

  • A High School diploma or General Education Degree (GED)
  • Excellent written and verbal communication skills in English and Spanish
  • 1-2 years of experience in customer service in a call center environment and supervision roles
  • Possess experience dealing with difficult customers and remaining professional during stressful situations
  • Excellent phone etiquette
  • Problem-solving skills and attention to detail
  • Ability to work well with others
  • Multi-task and thrive in a fast-paced environment
  • Work experience using Excel, chat systems, and money service business experience
  • Flexibility to work extended hours or weekends
  • Overtime required as needed (During high season it is a MUST)

**Benefits**

Our package includes:

  • Competitive monthly salary
  • 5% food vouchers
  • 30 days bonus
  • 15 days of initial vacation
  • Life insurance
  • Free access to our Gym
  • Dynamic and collaborative work environment
  • Cutting-edge tools and technology to make work easier
  • Free English and French classes
  • Work-life Balance

Ria values diversity and is proud to be an equal-opportunity employer. We provide equal opportunities to all employees and applicants, regardless of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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