Sr. Specialist, Documentation Customer Advocate

Sr. Specialist, Documentation Customer Advocate – Santa Ana, Costa Rica

Are you passionate about helping others and providing world-class customer experience? 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 a Sr. Specialist, Documentation Customer Advocate.

Western Union powers your pursuit.

This role is primarily responsible for the documentation of the resolution of highly escalated customer issues and ensuring the performance of root cause analysis is completed, identifying and eliminating the underlying issues triggering Customer issues.

Role Responsibilities

• Consistently ensuring that exceptional customer care is provided is a hallmark of the role, with the aim of ensuring the appropriate documentation is in place and cases reach their desired resolution to be able to showcase that for the Executive Team.
• Extensive product, process and compliance expertise to handle and document complex issues in simple ways.  
• Review and summarize the most highly escalated Customer and Agent issues from internal Executives, Media relations, and legal counsel from around the globe for all Western Union products and brands.  
• Will be a problem solver who can perform root cause analysis of customer problems, identify potential workarounds, and develop and recommend longer term solutions to bring resolution to issues.
• Coordinate Global Complaints Initiatives to ensure customer satisfaction is at the center.
• May also manage project teams to implement changes in customer service procedures.

Role Requirements

• Bachelor's degree in English or s similar study related to documentation or 3-5 years of related experience.
• Ability to manage working with multiple internal Western Union departments to help solve complicated customer service issues.
• Documentation and multi-skilling experience is a plus.
• Ability to work / track / follow up on multiple simultaneous cases.
• English fluency is a must.

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 life insurance, 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 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
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance Cafeteria Discounts

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 for applicants, including those with disabilities, during the recruitment process, following applicable laws.

#LI-GV1 #LI-Hybrid

Estimated Job Posting End Date:

12-31-2025

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.