Job Summary
Responsible for providing technical support for Customers, Agents and/or Services Associates performing complex duties with a high level of technical/business knowledge. Work will be a mix of both on-line and off-line duties and will be specific to one of the following functions: Government Sanctions Interdictions (GSI), Agent Victim Fraud (AVF), or Know Your Customer (KYC). Responsibilities related to GSI are day to day transaction management, information verification, conducting investigations and servicing inquires received over the phone or email. Will perform inbound and outbound phone interviews with customers, educating and raising awareness about consumers, Agents and/or Services Associates. Responsibilities related to AVF are utilize all available tools and analyze relevant information in order to identify if fraud was committed against a WU location. Will deliver customer support in relation to identification process by handling the information inquires and handling complaints. Responsibilities related to KYC are being responsible for identifying how Western Union services are being used by our frequent customers. Will perform investigations on customer’s transactional history, interviews customers over the phone/e-mail or other off-line applications and makes a
decision whether Western Union services can be used further.
Essential Job Functions
100% - Investigate information related to Western Union, customers or service agents
100% - Use of tools to assist in investigations and reporting
100% - Providing customer service
WU Competencies
Individual Contributor or People Manager: Individual contributor
Leadership: Novice
Management and Planning: Novice
Business Impact: Advanced
Customer Focus: Advanced
WU WAY Leader Model
• Enterprise Mindset: Align, collaborate, advocate
• Lean-Agile Leader: Nimble, better, disciplined
• Innovation Enabler: Involve, evolve, reimagine
• Passion for Customers: Anticipate, respond, integrate
• Talent Cultivator: Envision, grow, empower
Experience and Qualifications
• 0 years of experience required (ability to commit to 4-6 weeks of training required)
• High School degree required
• Proficiency in English language mandatory
Skill Area
Technical Skills: Ability to learn computer systems quickly
Soft Skills: Advanced Verbal, written and listening skills
Analytical, reactive and attention to detail- intermediate to advanced
Multi-tasking – intermediate to advanced
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.
What We Do
Western Union is here for what's next. Each day, our diverse global teams invent and build new ways to send, save, and spend money. Wherever our customers are in the world, whatever currency they prefer, we're evolving to meet the demands of tomorrow. When we help make financial services more accessible to people everywhere, we transform lives and communities, positioning us to become the world's most accessible financial services company. That's our vision, and we need talented, forward-thinkers like you to help make it a reality.
Our global workforce tackles complex issues every day, making them the backbone of our innovative spirit since 1851. If you're ready to be part of our evolution, apply now.
Why Work With Us
Diversity is a core strength at Western Union, providing the foundation for our corporate values – purpose-driven, globally-minded, and trustworthy and respectful.
With a presence in 200+ countries, we are committed to providing a rich and inclusive work environment that reflects each employee’s unique culture, background, and perspectives.
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