Analyst, WUBS Operations

nalyst, WUBS Operations – Santa Ana, Costa Rica  

Does playing a vital role in business growth sound exciting to you?  Would you like to work for a global company in Money Transfer that believes when money moves, better things can happen? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as an Analyst, WUBS Operations.  

Western Union powers your pursuit.  

This role has 2 different responsibilities: effective communication with banking partners to ensure timely processing of payments for Europe (temporal responsibility) and support the digital banking for US and new digital products.  

Role Responsibilities  

• Processing funds transfers, bank to bank transfers, working with corresponding banks to ensure prompt and accurate execution of payments. Process electronic settlements.  

• Work closely with other departments to resolve payment delivery and accounting issues if they occur.  

• Provide business continuity services to colleagues in EU. That includes knowledge refreshers twice a year followed by tests.   

•  Customer static data, opening and maintenance of customer information files, opening and maintenance of customer accounts and maintenance of customer contracts. 

• You will act as an escalation point for the team and ensure that issues are resolved successfully. You’ll handle and resolve escalations from customers, identifying issues, trends, and training needs, as well as providing feedback to team members and management on your findings.  

• You’ll also be involved in projects and initiatives to enhance, streamline, and automate the existing processes and reduce the risk of errors where applicable. 

• You’ll communicate effectively with internal and external business partners to ensure timely processing of requests and provide a consistent quality service to Client Support Operations and other teams.  

• Also, you will be responsible for handling disputes and collections processes for our new product – WU Digital Bank. This includes setting up new processes and optimizing existing ones. You will also be working with WU.com Loss Management responsibilities where you will collaborate with other analysts and associates. 

• Support, as needed, the appropriate processes, procedures, and metrics to measure the quality and effectiveness of Global Operations.   

• Managing WU Digital banking disputes and collections process. Demonstrating partnership with 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. Collaborate with internal teams to resolve complex customer situations. Participating in meetings and presenting results and findings to management. Identify, escalate, and propose solutions with a process improvement mindset. 

Role Requirements  

• Bachelor’s degree in business or finance, with a minimum of 2 years of experience within the financial services or payments industry 

• Understanding of operations and dispute management & collections processes within financial services industry.  

• Excellent analytical, critical thinking and problem-solving skills with attention to details and the ability to effectively communicate between business and information technology teams.   

• Strong interpersonal and conflict resolution skills, ability to interact with all levels of management.  

• Good knowledge of Microsoft applications, primarily Excel. 

• Fluency in English with outstanding verbal, writing and listening skills (B2+). 

• Experience with process enhancements and automation would be considered a plus. 

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 lifeinsurance, 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 interviewprocess or in an offer of employment.  

Your Costa Rica- specific benefits include:  

• Asociación Solidarista  

• In house company doctor services  

• Transportation services options  

• Employee Resource Groups (ERG) and committees to volunteer with  

• Pan American Medical and Life insurance  

• Cafeteria Discounts