Senior Specialist, Agent Support

**Senior Specialist, Agent Support - Mexico City**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 fewYour Mexico specific benefits include:- Grocery vouchers- 2 personal days off- Special days for marriage- 15 days off for Birth of Child and/or adoptionLI-GGC #LI-HybridEstimated Job Posting End Date: