Role Responsibilities
This position has the responsibility to meet operational needs by distributing workload and being able to take fast decisions in solving escalated issues.
Role Responsibilities
Manage the workload by monitoring and distributing tasks to specialists, making sure our Service Level Agreements (SLAs) are met.
Handle escalations received via email or phone call with a customer or an agent.
Take ownership over complex decisions and escalate the system issues.
Build and deliver weekly and monthly skill-specific reports, perform analytics on KYC data sets in order to make data driven decisions.
Assist KYC Team Leaders with ad-hoc requests and ongoing training/projects.
Cover procedure updates and provide feedback.
Ensure excellent customer service experience.
Role Requirements
KYC working experience is a must.
Strong analytical and decision-making skills.
Competent in providing constructive feedback.
Fluency in English – outstanding verbal, written, and listening skills. Other languages will be considered a plus.
Excellent customer service skills.
Ability to work in a team and independently.
Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint).
Willingness to work in rotating shifts (including weekends and holidays).
Work Shift
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 Lithuania specific benefits include:
This specific role is eligible to receive conditional language allowance
Private Health Insurance (3 options)
Life & Accident Insurance
Additional days off
Wide variety of discounts and special offers
Volunteering activities
Referral program
Salary
The monthly gross base salary range is 1,812 - 2,658 EUR. This range represents the anticipated low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and competencies.
Other Details
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.
Estimated Job Posting End Date:
04-28-2026This 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.