Senior Analyst Escalations, Customer Care

Senior Analyst Escalations, Customer Care – Quezon City, Philippines

Are you looking to take a front seat in driving client services to a whole new level? Are you passionate about helping others and providing a world-class customer 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, Customer Care.

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 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, 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.