.
**Senior Analyst Escalations, Customer Care - Mexico City**Are you passionate about helping others and providing a world-class agent and partner 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 join Western Union as a Senior Analyst Escalations, Agents Support.
**Western Union powers your pursuit.
**In your role you will support our agents and partners network in the Americas Region to make their interaction with us pleasant and easy so they can provide a great customer experience.
You will also work with internal teams and get involved on projects to enhance our support model with a focus on the following:**Role Responsibilities**- Support our agents and proactively contact them to obtain business intelligence.- Collaborate with our internal teams on managing the relationship on the functional side with agents and key partners.- Finding End to end solutions to agent´s requests.- Ensures that documentation/procedures/ measurements are kept up to date with industry standards.- Handle second level escalations- Contribute to the team environment and maintain a high level of professionalism, patience, and efficiency to minimize customer dissatisfaction and increase customer loyalty.
**Role Requirements**- Strong verbal and written English and Spanish skills are required.- +2 years of experience in the call center industry (with customer service capacity experience preferred).- A bachelor's degree or studying in a related field is desirable.- High school degree is required.- Analytical skills and logical thinker with effective time management skills and ability to multi-task.- Strong ability to solve problems while focusing on excellent customer service.- Intermediate/Advanced Excel.- Organized and able to handle tasks based on priorities for the position.- Teamwork attitude.
**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.
**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 fewYour Mexico-specific benefits include:- Grocery voucher.- 2 personal days off.- Savings fund.- Insurance for Major Medical Expenses, Vision, Dental.- Online medical insurance 24/7.- Special days for marriage or concluding an academic degree.Western Union values in-person collaboration, learning, and ideation whenever possible