Senior Coordinator, Product Operations

Senior Coordinator Product Operations - Santa Ana, Costa Rica

Are you ready to join an advanced team in a global company that customers depend on to assure accurate, valid, and timely settlement, refund, remittance and billing transactions for agents, financial institutions, and Money Order users? Join Western Union as a Senior Coordinator Product Operations

Western Union powers your pursuit.

We are looking for someone who would be part of RMO (Retail Money Orders) Team as Senior Coordinator Product Operations responsible for contributing to ensure outstanding customer service quality levels, maintaining valid supporting documents for all transactions, providing research, root cause and recommendations to address gaps in delivering incumbent duties, investigating issues, and providing resolutions.

Role Responsibilities

• You will process settlements and customer refunds, ensuring that data for each case is entered accurately into our systems.
• You will be responsible for maintaining valid supporting documents for payments.
• Responsibilities will include analyzing and researching root causes of different operational inquiries and exception Money Order payments handling.
• Understand and follow company policies that apply to accounting, compliance, and risk management processes.
• Analysis of cases to provide resolution on complex scenarios related to customer claims.
• Analytical and problem-solving mindset with keen attention to detail.
• Ability to handle a high volume of information (workload).

Role Requirements

• You will be equipped with job-specific knowledge during initial training to understand trends in money orders, settlement and accounting.
• Fluency in English B2+ or C1 is expected and needed it in this role.
• Higher education or equivalent experience preferable.
• Good communication, time management, teamwork, and collaboration skills.
• Detail-oriented, ability to multitask, and work well under pressure.
• Analytical and problem-solving skills.
• Working knowledge of MS Office.
• Capacity to work under pressure with short deadlines.
• Open to constant change.

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/.

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 (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 Costa Rica- specific benefits include:

• Asociación Solidarista
• In house company doctor services
• Transportation services options
• Referral Program award
• Employee Resource Groups (ERG) and committees to volunteer with
• Pan American Medical and Life insurance
• Cafeteria Discounts

Our hybrid work model

Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.  

Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide the