Collector Associate

Role Responsibilities  

As a Collector Associate within Western Union’s Retail Collections Operations team based in Santa Ana - Costa Rica, this role is responsible for supporting the NAM region by reducing the company’s financial risk ensuring timely recovery of funds and maintaining strong working relationships with agents to support business continuity. Responsibilities include A/R reviews, database and customer maintenance, negotiation of settlements, discrepancy resolution, and management reporting. Supports the Risk Management team with investigations, recovery of funds, and operational needs, including weekend coverage.  

• Provide online and phone support to agents for inbound Collections‑related inquiries. 

• Manage incidents and escalation cases, ensuring timely follow‑up and resolution. 

• Take prompt action to reactivate agents who meet payment‑compliance requirements. 

• Navigate internal systems to track cases, gather information, and troubleshoot issues. 

• Coordinate with team members or other functional areas to resolve inquiries as needed. 

• Utilize basic knowledge of company products and services to support agent requests. 

• Operate effectively in computerized data‑entry and call‑handling applications. 

Role Requirements 

• High school diploma required. Bachelor’s degree or equivalent experience in Finance, Accounting, Economics, Administration, or a related field preferred. 

• A minimum of 2 years’ experience in a high‑volume call center or customer service operations is required. 

• Experience in Accounts Receivable/Collections preferred.  

• Experience within the Financial Services industry is considered an asset.  

• English required (B2 minimum) 

• Ability to pay strict attention to detail while performing repetitive tasks.  

• Ability to learn quickly and operate in a high-paced, high-volume, and dynamic environment.  

• Work weekend shifts as part of essential operational coverage. 

• Good knowledge of MS Office (intermediate Excel skills are preferred).  

Work Shift 
The role follows NAM (North America) business hours, with weekend support required, particularly on Saturdays, which are considered high-volume operational days. The schedule runs from Tuesday to Saturday (7am–4pm, 10am–7pm, or 8am–5pm), with Sunday and Monday as days off. May be adjusted at the discretion of the company.

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 

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 benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. 

Your Costa Rica specific benefits include:  

• “Asociación Solidarista” 

• In-house company doctor services 

• Transportation services options 

• Referral Program award 

• Cafeteria Discounts 

Other Details 

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.  

We are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.