Business Specialist Incident Management- Santa Ana, Costa Rica

Are you analytically inclined and ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions? Have you been searching for a company that offers impressive growth opportunities? Join Western Union as a Business Specialist Incident Management.


Western Union powers your pursuit.



Role Responsibilities

As an Analyst, Product Operations, youll 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.
Youll naturally be inclined to always think about how to implement new ideas, products, processes, and improvements.
Youll 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.
Youll 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 bank inquiries and disputes by preparing comprehensive case reviews by applying Fraud critical and analytical skills.
You will support internal and external payment inquiries and when necessary, engage payment vendors and partners.
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.
The position also acts as a subject matter expert in assuring that the team provides outstanding customer service that is in the best balance of business and customer needs. Provides leadership and direction in resolving issues.
The position executes accurate, valid, and timely early monitoring control for settlement, refund, remittance and billing transactions for agents, financial institutions, or other product users.
Directly contributes to ensuring outstanding customer service quality levels, assuring execution of risk management measures, maintaining valid supporting documents for all transactions, providing research, root cause and recommendations to address gaps in delivering incumbent duties, investigating issues, and providing resolutions.
The incumbent has the authority to make independent decisions in 90% of the cases under their responsibility, whereas in 10% of the situations the incumbent makes recommendation for the decision makers at the upper grade. 30% of incumbent decisions are based on standard procedures/guidelines whereas 70% of the decisions are based on circumstances and fact analysis in case-by-case situations balancing customer service quality and financial demands.


Role Requirements

2+ of experience working in the financial sector or equivalent.
Bachelor degree in Finance, Business Administration, Industrial Engineering or IT-related field, highly preferred.
Online payments and banking experience.
Fluency in English with outstanding verbal, writing, and listening skills (B2+).
Complete responses to bank inquiries and disputes by preparing comprehensive case reviews.
Ability to produce datasets and reports for analysis using PowerBI, and Advanced MS Excel.
Advanced SLQ, Phyton, R Studio, highly desired.
Excellent analytical, critical thinking and problem-solving skills with attention to detail.
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.
Customer experience mindset.
Having an Agile approach and project management (Scrum, Green Belt, JIRA) and/or any other business intelligence tools (Looker, Snowflake, etc SQL).
Incident management skills and ability to follow up with vendor, partners and technical teams to meet internal SLAs and stakeholders expectations.
Supporting operational readiness for (link removed), digital banking and any new products and services embraced by the company as part of global strategic planning.
Being curious, attention to details in combination with assertiveness to go above and beyond expectations.
Storytelling ability as part of incident management.
As part of this position, we need a professional that connect with our culture, values and behaviors, a person that wants to grow with us and drive results about our customers and put them at the center of everything we do.
Schedule Flexibility is a must.


We make financial services accessible to humans everywhere. Join us for whats next.

Western Union is positioned to become the worlds most accessible financial services company transforming lives and communities. Were 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. Youll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If youre ready to help drive the future of financial services, its time for Western Union. Learn more about our purpose and people at (link removed)


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((link removed)). 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.

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.

Your Costa Rica- specific benefits include:
Asociacin Solidarista
Paid time off including extended maternity leave.
In house company doctor services
Continuing Education
Transportation services options
Parking spaces
Hybrid model work
Flexible Working Schedules if applicable
Referral Program award
Employee Resource Groups (ERG) and committees to volunteer with
Carpooling Program
Price Smart membership
Pan American Medical and Life insurance
Cafeteria Subsidy


Our hybrid work model

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.

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.

#LI-Hybrid




Estimated Job Posting End Date:04-29-2024
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.