**Senior Analyst Escalations, Customer Care - Mexico City**
Are you passionate about helping others and providing a 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 join Western Union as a Senior Analyst Escalations, Customer Care.
**Western Union powers your pursuit.
**
In your role you will support administration duties and local/regional projects and tasks providing consistent, informative, and accurate information within the communications function, 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 some key partners.
- Ensure that documentation/procedures/ measurements are kept up to date with industry standards.
- Prepare reports and daily/weekly/Monthly review of the performance against KPI's in conjunction with Call Centre management, MIS, and Quality Analysts.
- Work on escalated cases to provide first interaction resolution and find opportunities for improvement through Root Cause Analysis.
- Contributes to the team environment and maintains 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 previous supervisory or 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.
- 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 few
Your Mexico-specific benefits include:
- Grocery vouchers
- 2 personal days off
- Special days for marriage or concluding an academic degree.
- 15 days off for the Birth of the Child and/or adoption
LI-GGC
Estimated Job Posting End Date:
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📌 Senior Analyst Escalations, Customer Care (Xico)
🏢 Western Union Financial Services
📍 Xico