.Senior Analyst Escalations, Customer Care - Mexico CityAre 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 ResponsibilitiesSupport 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 agents' requests.Ensure that documentation, procedures, and 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 RequirementsStrong 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 skills.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.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/