Continuous Improvement Analyst, Digital Collections Chargeback & Escalations
Western Union
Santa Ana, San Jose, Costa Rica
hace 6 días

Does playing a criticalrole in protecting customers sound exciting to you? How about working for aglobal fintech company on an advanced team that is passionate about preventingmoney laundering and other illegal financial transactions?

We’re seeking a Continuous Improvement Analyst,Digital Collections Chargeback & Escalations, based in our Santa Anaoffice.

Inthis role, she or he contributes to the success of WU Digital Payments &Collections Quality by reviewing complex business processes, recommendingimprovements to support operations activities, and documenting StandardProcedures and Process flows.

The position will work closely with variousdepartments and vendors to maintain best in class customer experience andresolve escalated issues.

In addition, this role will oversee the trainingprocessing and drive optimization in the WU Digital productoffering.

Sound interesting? Hereare some specifics :

  • Responsible for ensuring the collections interactions meet the established standards of quality.
  • Draft quality assurance policies and procedures
  • Interpret and implement quality assurance standards
  • Evaluate adequacy of quality assurance standards
  • Devise sampling procedures and directions for recording and reporting quality data
  • Review the implementation and efficiency of quality and inspection methodology
  • Plan, conduct and monitor the service quality
  • Document internal audits and other quality assurance activities
  • Investigate customer complaints and non-conformance issues
  • Collect and compile statistical quality data
  • Analyze data to identify areas for improvement in the quality system
  • Develop, recommend and monitor corrective and preventive actions
  • Prepare reports to communicate outcomes of quality activities
  • Identify training needs and organize training interventions to meet quality standards
  • Evaluate audit findings and implement appropriate corrective actions
  • Assure ongoing compliance with quality and industry regulatory requirements
  • Assess the risk level of process implementation / change
  • Develop and execute training and follow-up process for New Hires
  • Document and review of standard operating procedures and any applicable documentation to meet quality standards
  • Collaborate with operations leaders to designed and implement new processes
  • Plan and conduct listening and calibration sessions to meet quality standards
  • What you will need tosucceed :

  • Continuous Improvement / Quality assurance, auditing and / or internal control experience
  • Experience with implementation of corrective action programs
  • Strong computer skills including Microsoft Office and databases
  • Knowledge of tools, concepts, and methodologies of Quality / Continuous Process Improvement
  • Knowledge of relevant regulatory requirements US and International markets
  • Project Management experience is a plus
  • Six Sigma, Lean, Green Belt Certification is a plus
  • Experience supervising personnel
  • Payments and collections experience is a plus
  • What will make youstand out :
  • Attention to detail
  • Attention to detail
  • Communication skills - verbal and written
  • Data collection, management, and analysis
  • Problem analysis and problem-solving
  • Planning and organizing
  • Decision-making
  • Customer service orientation
  • Teamwork
  • Driven and self-organized
  • What’s in it for you?

  • Competitive global pay and benefits
  • Unparalleled experience as part of one of the most advanced compliance teams in the world, with opportunities to build valuable skills and grow your career
  • Diverse, global team with colleagues in over 50 countries
  • What it’s like here :

    Western Union (WU) is a company on the move! We believe that when money moves, better things can happen. From small businesses and global corporations, to families near and far, or NGO’s in the most remote communities on Earth, WU helps people and business move money globally.

    We have a rich legacy of innovation, and are continuing to develop new and more convenient ways for our customers to send and receive money through digital, mobile and retail channels.

    We have a combined digital and retail network that spans over 200 countries and territories. Some companies specialize in cash-

    based retail money transfer and others play only in digital. We are leaders in both!

    Being on the Western Union team means being tenacious and goal-oriented. It means taking risks and quickly finding the path to success.

    It means having integrity, and finding ways to make things work. It means thriving as part of a diverse, global team of over 10,000 people who are committed to moving money for better.

    It means being driven to win, and to do work that makes a difference on a global stage.

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