**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 few
Your 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.
LI-GGC
Estimated Job Posting End Date:

📌 Senior Analyst Escalations, Customer Care (Cuauhtémoc)
🏢 Western Union
📍 Cuauhtémoc