Senior Analyst Escalations, Customer Care

Senior Analyst, Escalations, Customer Care - Quezon City, Philippines

Are you passionate about resolving complex customer issues and delivering exceptional service? Do you thrive on investigating complaints, uncovering root causes, and ensuring fair, accurate resolutions? Then it’s time to join Western Union as a Senior Analyst, Escalations, Customer Care.

Western Union powers your pursuit.
You will be part of a dynamic team responsible for managing end-to-end customer complaint investigations, driving high-quality resolutions, and enhancing the overall customer experience. In this role, you’ll combine analytical thinking, attention to detail, and strong collaboration skills to resolve escalations, identify trends, and contribute to continuous improvement.

Responsibilities 

• Manage the end-to-end lifecycle of customer complaint investigations and resolutions (both regulatory and non-regulatory).

• Conduct root cause analysis to identify and eliminate underlying issues driving customer dissatisfaction.

• Deliver high-quality customer care, ensuring concerns are resolved effectively while strengthening customer loyalty.

• Perform thorough research and analysis to support accurate and fair case outcomes.

• Document case details, findings, and resolutions clearly and comprehensively.

• Provide timely, clear, and professional written responses to customers.

• Collaborate with cross-functional teams within Western Union to gather information and ensure complete case resolution.

• Ensure all cases are handled in line with internal policies, procedures, and regulatory requirements.

• Monitor and manage multiple cases simultaneously, ensuring deadlines and SLAs are met.

• Identify trends and recurring issues, contributing to continuous improvement initiatives.

Role Requirements:

• Bachelor's degree or equivalent.

• Proven analytical abilities and resourcefulness in case research.

• Strong attention to detail and excellent documentation skills.

• Organized and skilled at follow-up.

• Ability to work collaboratively across multiple departments within Western Union to resolve complex customer service issues.

• Expertise in case management and multitasking, able to track and manage several cases at once.

• Excellent written and verbal communication skills.

• Innovative in problem-solving.

• Strong sense of urgency and accountability.

• Always demonstrates a positive attitude, persistence, and teamwork.

• Self-driven and capable of working independently.

• Effective at managing frustrated customers.

• Proficiency in Microsoft Office tools.

• Knowledgeable about Western Union products, services, and processes.

• Flexibility to work in various shifts, according to business needs.

Work Shift

HYBRID - Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week.

BENEFITS AND OTHER DETAILS

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. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment.

Your Philippines specific benefits include:

• Paid sick leave and vacation leave

• HMO coverage with dependents from day 1 of employment, subject to insurer's review

• Hybrid working arrangement

Other Details

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.