Specialist, Customer Care

Specialist Customer Care – Quezon City, Philippines

Are you ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions and ensure that service delivery is meeting customers’ expectations? Are you passionate about achieving goals related to revenue, fraud mitigation, cost reduction, operational enhancements and supporting the digital transformation, including future state forecasting infrastructure build/roll-out? Are you looking for an opportunity to unleash your potential and explore new challenges and concepts? Join Western Union as a Specialist, Customer Care.

Western Union powers your pursuit.

As a Specialist, Customer Care, you’ll join the WU Digital Payments team and will be responsible for analyzing the performance of various products to improve the functionality of bank transfers and card-not-present methods of payments.

Role Responsibilities

• You’ll naturally be inclined to always think about how to implement new ideas, products, processes, and improvements.
• You’ll be comfortable constructing forecasts and making recommendations and strategic plans based on business data and market knowledge.
• You will analyze complex business problems and issues using data from internal and external sources to provide insight to decision-makers.
• You’ll make a difference by consulting users and leading cross-functional teams to address business issues.
• You will also answer inquiries and resolve problems and issues.
• You will assist customer facing organizations in resolution of Bank Enquiries with the support of functional teams and identify patterns in recurring issues based on cases.
• As part of your role, you will process offline tasks associated with loss management or payments assignments for Digital products at a global scale.
• You will complete responses to Digital Banking, bank inquiries and disputes by preparing comprehensive case reviews by applying Fraud critical and analytical skill.
• You will support internal and external payment inquiries and when necessary, engage payment vendors.
• You will perform various administrative functions including reporting and maintaining account notes.
• You will ensure all requests are processed accurately and within Service Level Agreements.
• We will require you to demonstrate partnership with any other digital departments such as Payment Exceptions, Compliance, and any others to support customer enquiries or issues.

Role Requirements

• College or higher degree with 1 years of experience working in the financial sector is preferred
• Online payments and banking experience preferred
• Fluency in English with outstanding verbal, writing, and listening skills (B2+)
• Customer experience mindset
• Schedule Flexibility is a must.
• Complete responses to bank inquiries and disputes by preparing comprehensive case reviews
• Great teamwork spirit as you will be working with peers, stakeholders and management to collaborate with personal and professional development as a team
• Ability to navigate through PowerBI and Excel for data analysis
• MS Office proficiency
• Excellent analytical, critical thinking and problem-solving skills with attention to details
• Willingness to ask questions and ability to quickly grasp and master new concepts and requirements, related to product and process knowledge
• Ability to work independently and take ownership of various parts of a project/initiative and follow through until resolution
• Confidence in making instinctual and logical decisions with little or no supervision
• Be self-motivated and results-oriented

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.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.

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
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Philippine specific benefits include:

• Paid sick leave and vacation leave
• HMO coverage with free unlimited dependents from day one of employment
• Performance incentive program / Performance Bonus
• Unique incentive program
• Hybrid working arrangement

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 for Hybrid roles in the Philippines is to work from the office at least 70% of the employee’s working days per month.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, colour, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.