Senior Analyst Escalations, Customer Care

1 week ago


Quezon City, Philippines Western Union Full time

Senior Analyst Escalations, Customer Care page is loaded## Senior Analyst Escalations, Customer Carelocations: PHL - Quezon Citytime type: Full timeposted on: Posted Todaytime left to apply: End Date: October 15, 2025 (6 days left to apply)job requisition id: JR **Senior Analyst Escalations, Customer Care – Quezon City, Philippines****Western Union powers your pursuit.**The Senior Analyst Escalations - Customer Care is primarily responsible for managing the full cycle of customer complaint investigations and resolutions, covering both regulatory and non-regulatory issues. Root cause analysis is a vital part of this role, aimed at eliminating underlying problems that cause customer dissatisfaction. The role requires delivering exceptional customer care to ensure that not only are complaints addressed, but customer loyalty is strengthened.**Role Responsibilities*** This position requires thorough research, documentation, and appropriate responses to customers.* It also involves collaboration with multiple departments within Western Union to provide comprehensive and accurate resolutions.**Role Requirements*** Bachelor's degree or equivalent* Proven analytical abilities and resourcefulness in case research* Strong attention to detail and excellent documentation skills* Organized and skilled at follow-up* Ability to work collaboratively across multiple departments within Western Union to resolve complex customer service issues* Expertise in case management and multitasking, able to track and manage several cases at once* Excellent written and verbal communication skills* Innovative in problem-solving* Strong sense of urgency and accountability* Always demonstrates a positive attitude, persistence, and teamwork* Self-driven and capable of working independently* Effective at managing frustrated customers* Proficient in Microsoft Office tools* Knowledgeable about Western Union products, services, and processes**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 .**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 (). 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 Philippines specific benefits include:* Paid time off* Health card (HMO) coverage from day 1 of employment – dependents can be covered, subject to the insurer’s review of eligibility.* Hybrid working arrangementWestern 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, color, 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.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.#J-18808-Ljbffr



  • Quezon City, Philippines Western Union Full time

    **Senior Analyst Escalations, Customer Care – Quezon City, Philippines**a worldThe Senior Analyst Escalations - Customer Care is primarily responsible for managing the full cycle of customer complaint investigations and resolutions, covering both regulatory and non-regulatory issues. Root cause analysis is a vital part of this role, aimed at eliminating...

  • Escalations Analyst

    2 weeks ago


    Quezon City, Philippines RELX Full time

    RELX Quezon City, National Capital Region, Philippines The Escalations Analyst role is acquainted to handle calls, respond to emails, and chat support in corresponding to the issues of customers. More to this, such will cater product and service information to customers, suggest and administer programs to aid customer needs, and provide trials to customers...


  • Cebu City, Philippines Lexmark Full time

    We are seeking a dedicated and experienced Customer Care Senior Specialist to join our team. The Customer Care Senior Specialist is a customer-facing role (via phone or email or social media) responsible for managing and providing resolution to customer complaints and inquiries by collaborating with the right Lexmark team to solve problems quickly and...


  • Quezon City, Philippines Optum Full time

    Optum Quezon City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Senior Tech Project Analyst role at Optum Optum Quezon City, National Capital Region, Philippines 1 day ago Be among the first 25 applicants Join to apply for the Senior Tech Project Analyst role at Optum Get AI-powered advice on this job...


  • Quezon City, Philippines NTT DATA North America Full time

    Overview You will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or...


  • Quezon City, Philippines UnifyCX Full time

    UnifyCX Quezon City, National Capital Region, Philippines Join or sign in to find your next job Join to apply for the Customer Care Specialist role at UnifyCX UnifyCX Quezon City, National Capital Region, Philippines 1 day ago Be among the first 25 applicants Join to apply for the Customer Care Specialist role at UnifyCX Get AI-powered advice on this...


  • Quezon City, Philippines Microsoft Full time

    Microsoft Manila, National Capital Region, Philippines With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and...


  • Paranaque City, Calabarzon, Philippines Ocean Network Express Full time ₱600,000 - ₱1,200,000 per year

    Customer Care Analyst/SpecialistJob Description:The position is mainly responsible for:Providing service or information, solutions and relevant details to customers.Main Responsibilities:Handles cargo bookings.Responsible in coordinating the following with concerned groups:Special Container requirement with Equipment ControlApproval of Dangerous Goods (DG),...


  • Quezon City, Philippines NTT DATA, Inc. Full time

    Overview You will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or...


  • Quezon City, National Capital Region, Philippines NTT DATA Full time ₱250,000 - ₱450,000 per year

    Overview: You will be responsible for handling inbound calls from existing and potential customers. You are directly accountable for meeting and exceeding client goals as they relate to service levels and quality of calls within a team-driven and fast-paced work environment. Successful incumbents will have a keen interest in solving customer issues and/or...