Senior Analyst Escalations, Customer Care

**Senior Analyst Escalations, Customer Care - Mexico City**

Are you passionate about helping others and providing a world-class agent and partner experience? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then join Western Union as a Senior Analyst Escalations, Agents Support.

**Western Union powers your pursuit.**

In your role you will support our agents and partners network in the Americas Region to make their interaction with us pleasant and easy so they can provide a great customer experience. You will also work with internal teams and get involved on projects to enhance our support model with a focus on the following:
**Role Responsibilities**
- Support our agents and proactively contact them to obtain business intelligence.
- Collaborate with our internal teams on managing the relationship on the functional side with agents and key partners.
- Finding End to end solutions to agent´s requests.
- Ensures that documentation/procedures/ measurements are kept up to date with industry standards.
- Handle second level escalations
- Contribute to the team environment and maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.

**Role Requirements**
- Strong verbal and written English and Spanish skills are required.
- +2 years of experience in the call center industry (with customer service capacity experience preferred).
- A bachelor's degree or studying in a related field is desirable.
- High school degree is required.
- Analytical skills and logical thinker with effective time management skills and ability to multi-task.
- Strong ability to solve problems while focusing on excellent customer service.
- Intermediate/Advanced Excel.
- Organized and able to handle tasks based on priorities for the position.
- Teamwork attitude.

**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 voucher.
- 2 personal days off.
- Savings fund.
- Insurance for Major Medical Expenses, Vision, Dental.
- Online medical insurance 24/7.
- Special days for marriage or concluding an academic degree.

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.

LI-GGC #LI-Hybrid

Estimated Job Posting End Date:
02-20-2025