Senior Specialist, Agent Support

**Senior Specialist, Agent Support - Mexico DF**

Are you keen to unleash your potential in a global business that is redefining the financial services sector? Are you ready to unleash your potential in a global business that is committed to moving money for better? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Senior Specialist, Agent Support.

**Western Union powers your pursuit.**

This position is key for providing high-quality and timely service to our North America Bill Payment partners.

**Role Responsibilities**
- Support and lead the end-to-end biller operations and account management to provide a world class biller/partner experience to grow and retain revenue.
- Act as a liaison between the majority of internal departments within Western Union and the Biller/customer to implement, identify, analyze, research, and resolve inquiries on all aspects of the business.
- Provides customer satisfaction by thoroughly investigating and resolving issues and providing product advice related to their account - revenue protection.
- Responsible for ensuring service quality and support objectives are consistent with strategic goals and standards.
- Enhance service quality, ensure compliance with operating standards, and provide training to optimize service delivery and business growth.
- Creates and maintains client profiles within the client relationship databases daily.
- Completes and submits enrollment forms, contractual updates, and bank changes.
- Has a deep and thorough knowledge of assigned clients’ configuration and understands their goals and needs.
- Independently and successfully manages special projects, while maintaining a high level of performance in day-to-day tasks.
- Maintains contact with Vertical Sales Representatives to strategize on maximizing individual account performance.
- Manages many complex client accounts.

**Role Requirements**
- Bachelor´s degree or be a student and 2-4 years of experience as an agent support specialist to understand the payments landscape.
- Spanish and English fluent is mandatory.
- Providing exceptional support and having handled and resolved client issues.
- Excellent verbal and written communication skills. Exemplary attention to detail, and solid judgement/ critical thinking are required. You’re able to maintain long-standing relationships with our billers.
- Ability to effectively present operational & business information, lead reviews with clients.
- Able to effectively respond to questions from clients and internal/external partners.
- Work comfortably in a highly complex environment.

**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.

**Benefits**

You will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few

Your Mexico specific benefits include:

- Grocery vouchers
- 2 personal days off
- Special days for marriage
- 15 days off for Birth of Child and/or adoption

LI-GGC