25 days old

Sr. Specialist, Customer Care

Quezon City, National Capital Region 1107

Senior Specialist, Customer Care Quezon City, Philippines

Are you looking for a customer service role that lets you learn new skills in a supportive
environment? Are you interested in growing your career with a worldwide financial-services leader that is reaching customers and receivers around the globe? Then its time to join Western Union as a Senior Specialist, Customer Care.

Western Union powers your pursuit.

Working as an MTERT Senior Specialist, you will be responsible in investigating senders Error Assertions related to transactions governed by the Dodd-Frank Act.

The Dodd-Frank Wall Street Reform and Consumer Protection Act (Dodd-Frank Act) is a U.S. law that protects consumers of U.S. financial products and services and governs remittance transfers from U.S. consumers to receivers in other countries. The Dodd-Frank Act governs both UDAAP and the Remittance Rule, as well as other regulations.

Candidate performs inbound calls and manage offline cases from different intake channels WU.com- Email/Webform, Mobile App- Email/Webform, Agent webform and other applicable method. Apply and select applicable remedy, use an approved letter template, and send the letter by postal mail, as required under the Remittance Rule within the 90-day investigation.

Role Responsibilities

  • Investigate error assertions through inbound call or offline case related to transactions governed by the Dodd-Frank Act. Follow the Dodd-Frank Remittance Rule milestones that must be met for all Dodd-Frank investigations. Liaise with WU internal and external groups to resolve customer assertion within the 90-day investigation.
  • Participate in multi-functional upskilling required by the business.
  • Effectively perform inbound phone calls and manage offline cases.
  • Perform callback to provide customer an update on their case (if customer requests).
  • Diligently monitor assigned cases and ensure follow through with different WU internal and external teams when needed to resolve customer assertion within the 90-day investigation.
  • Apply and select applicable remedy, use an approved letter template, and send the letter by postal mail, as required under the Remittance Rule.
  • Adherence to daily schedule measured daily, monthly, and quarterly.
  • Achieve individual KPIs for Average Handling Time, Conformance, Quality, Efficiency, Productivity, Occupancy and SLA/Queue Health.
  • Contribute to individual and team targeted KPIs for Abandonment Rate, Service Level and Customer satisfaction surveys.
  • Encourage and lead idea sharing and innovation.

Role Requirements

  • 3+ years of experience is preferred.
  • Post graduate or masters is a plus.
  • The candidate should have a good command of the English language.
  • The candidate should have a strong analytical skill, critical decision-making skill & multi-tasking ability.
  • The candidate should have an advanced communication skill with both oral and written. He/she should be good in problem solving.
  • He/she must have a multicultural collaboration experience.
  • He/she should be a team player, adaptable, flexible, have a time management skill and a great attention to details.

We make financial services accessible to humans everywhere. Join us for whats next.

Western Union is positioned to become the worlds most accessible financial services company transforming lives and communities. Were 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. Youll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If youre ready to help drive the future of financial services, its time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/.


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
(https://careers.westernunion.com/global-benefits/). Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.

Your Philippines specific benefits include:

  • Paid sick leave and vacation leave.
  • HMO coverage with free unlimited dependents from day 1 of employment
  • Performance incentive program / Performance Bonus
  • Unique incentive program
  • Hybrid working arrangement.

We are passionate about diversity. 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, colour, 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.




  • Banking / Finance
Posted: 2023-03-06 Expires: 2023-04-30

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Sr. Specialist, Customer Care

Western Union
Quezon City, National Capital Region 1107

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