Analyst, Product Operations
Western Union
Santa Ana, CRI
hace 5 días

Are you ready to join an advanced team in a global company that customers depend on to prevent fraudulent transactions and ensure that service delivery is meeting customers’ expectations?

Are you passionate about achieving goals related to revenue, fraud mitigation, cost reduction, operational enhancements and supporting the digital transformation, including future state forecasting infrastructure build / roll-out?

Are you looking for an opportunity to unleash your potential and explore new challenges and concepts? Join Western Union as Analyst, Product Operations

Motivated by our values : purpose driven, globally minded, and trustworthy & respectful

We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations.

We’re a team of over 8,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Better requires process discipline and simplification

As an Analyst, Product Operations , you’ll join the WU Digital Payments team and will be responsible for analyzing the performance of various products to improve the functionality of bank transfers and card-not-present methods of payments.

You’ll naturally be inclined to always think about how to implement new ideas, products, processes, and improvements. You’ll be comfortable constructing forecasts and making recommendations and strategic plans based on business data and market knowledge.

You will analyze complex business problems and issues using data from internal and external sources to provide insight to decision-makers.

You’ll make a difference by consulting users and leading cross-functional teams to address business issues.

You will also answer inquiries and resolve problems and issues. You will assist customer facing organizations in resolution of Bank Enquiries with the support of functional teams and identify patterns in recurring issues based on cases.

As part of your role, you will process offline tasks associated with loss management or payments assignments for Digital products at a global scale.

You will complete responses to bank inquiries and disputes by preparing comprehensive case reviews by applying Fraud critical and analytical skill.

You will support internal and external payment inquiries and when necessary, engage payment vendors. You will perform various administrative functions including reporting and maintaining account notes.

You will ensure all requests are processed accurately and within Service Level Agreements. We will require you to demonstrate partnership with any 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.

Provides leadership and direction in resolving issues. The position executes on accurate, valid, and timely settlement, refund, remittance and billing transactions for agents, financial institutions, or other product users.

Directly contributes to ensuring outstanding customer service quality levels, assuring execution of risk management measures, maintaining valid supporting documents for all transactions, providing research, root cause and recommendations to address gaps in delivering incumbent duties, investigating issues, and providing resolutions.

The incumbent has an authority to make independent decision in 90% of the cases under their responsibility, whereas in 10% of the situations the incumbent makes recommendation for the decision makers at the upper grade.

30% of incumbent decision is based on standard procedures / guidelines whereas 70% of the decisions are based on circumstances and fact analysis in case-by-case situations balancing customer service quality and financial demands

Here are some skills, attributes, and qualifications you will have :

  • College or higher degree with 1 to 3 years of experience working in the financial sector or equivalent
  • People management skills with 2 to 3 years of experience as you will be responsible for the personal and professional development of the team / employees
  • Online payments and banking experience preferred
  • Fluency in English with outstanding verbal, writing, and listening skills (B2+)
  • Complete responses to bank inquiries and disputes by preparing comprehensive case reviews
  • Ability to produce datasets and reports for analysis using PowerBI and Excel
  • MS Office proficiency
  • Excellent analytical, critical thinking and problem-solving skills with attention to details
  • Willingness to ask questions and ability to quickly grasp and master new concepts and requirements, related to product and process knowledge
  • Ability to work independently and take ownership of various parts of a project / initiative and follow through until resolution
  • Confidence in making instinctual and logical decisions with little or no supervision
  • Be self-motivated and results-oriented
  • Customer experience mindset
  • Having an Agile approach and project management ( Scrum, Green Belt, JIRA ) and / or any other business intelligence tools ( Looker, Snowflake, etc. ) is a plus
  • Schedule Flexibility is a must. Schedule : Day Shift from 8 : 00 am to 5 : 00 pm Days off : Sat and Sun
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