Senior Analyst Escalations, Customer Care

Responsibilities

• Manage the end-to-end lifecycle of customer complaint investigations and resolutions (both regulatory and non-regulatory).
• Conduct root cause analysis to identify and eliminate underlying issues driving customer dissatisfaction.
• Deliver high-quality customer care, ensuring concerns are resolved effectively while strengthening customer loyalty.
• Perform thorough research and analysis to support accurate and fair case outcomes.
• Document case details, findings, and resolutions clearly and comprehensively.
• Provide timely, clear, and professional written responses to customers.
• Collaborate with cross-functional teams within Western Union to gather information and ensure complete case resolution.
• Ensure all cases are handled in line with internal policies, procedures, and regulatory requirements.
• Monitor and manage multiple cases simultaneously, ensuring deadlines and SLAs are met.
• Identify trends and recurring issues, contributing to continuous improvement initiatives.
• 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.
• Proficiency in Microsoft Office tools.
• Knowledgeable about Western Union products, services, and processes.
• Flexibility to work in various shifts, according to business needs.
• Work Shift
• HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.
• BENEFITS AND OTHER DETAILS

Benefits

Additional Information

Senior Analyst, Escalations, Customer Care - Quezon City, Philippines Are you passionate about resolving complex customer issues and delivering exceptional service? Do you thrive on investigating complaints, uncovering root causes, and ensuring fair, accurate resolutions? Then it's time to join Western Union as a Senior Analyst, Escalations, Customer Care. Western Union powers your pursuit. You will be part of a dynamic team responsible for managing end-to-end customer complaint investigations, driving high-quality resolutions, and enhancing the overall customer experience. In this role, you'll combine analytical thinking, attention to detail, and strong collaboration skills to resolve escalations, identify trends, and contribute to continuous improvement.

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