Customer Support Specialist - inbound calls

At MoneyGram, we're combining the strength of a trusted global brand with the agility of a tech-forward, growth driven culture. With 85+ years of experience and a presence in more than 200 countries and territories, we've built a foundation of stability and trust to help millions of people around the world send funds quickly, securely, and affordably.

We're looking for bold thinkers, builders, technologists, and sellers who want real ownership of their work, thrive in collaborative environments, and are energized by solving complex challenges. Here, you'll have the opportunity to make a measurable impact - fast.

If you're eager to shape the future of cross-border payments and financial services, join us as we transform how the world moves money.

Customer Support Specialist - inbound calls

The Customer Support Specialist serves as the first point of contact for MoneyGram customers and agents, delivering support across phone (mostly), chat, email, and social media channels. This role is responsible for resolving inquiries, processing requests, and ensuring an exceptional customer experience while adhering to company policies, compliance requirements, and quality standards.

What You'll Do

• Serve customers and agents across multiple communication channels, including phone (mostly), chat, email, and social media.
• Provide accurate information regarding MoneyGram products, services, transactions, and policies.
• Resolve customer inquiries and troubleshoot issues while delivering a positive and professional customer experience.
• Process transaction-related requests, including amendments, refunds, cancellations, and other customer service activities, in accordance with company procedures and regulatory requirements.
• Verify customer information and follow security, fraud prevention, and compliance protocols.
• Accurately document customer interactions and actions in designated systems.
• Escalate complex or sensitive issues as appropriate.
• Apply effective problem-solving, communication, and de-escalation techniques to resolve customer concerns.
• Consistently meet established quality, productivity, schedule adherence, and customer satisfaction goals.
• Stay current on process, policy, product, and system updates.

What We're Looking For

Education & Experience

• High School Diploma or equivalent preferred.
• Minimum one year of experience in customer service, contact center operations, retail, hospitality, banking, financial services, or a related field, including managing inbound calls. 

Skills & Competencies

• Strong customer service orientation with excellent verbal and written communication skills in both English and Indonesian. 
• Effective decision-making and problem-solving abilities.
• Proficiency with Microsoft Office applications, including Outlook, Word, and Excel.
• Strong attention to detail and technical aptitude.
• Ability to manage multiple priorities and customer interactions in a fast-paced environment.
• Adaptability to changing processes, procedures, and technologies.
• Ability to work independently while contributing positively to a team environment.
• Professionalism and composure when handling challenging customer situations.
• Native Bahasa speaker or fluent (written and spoken) is required.
• Excellent in English would be highly desirable.

Our Values

At MoneyGram, we expect every employee to embody our core values:

• Customer Obsession
• Act Like an Owner
• High-Performance Culture
• Growth Mindset
• Creating Better Futures

Here are a few reasons why you will like working here:

• Comprehensive Health Insurance - Medical coverage for eligible employees and their families (subject to plan terms and conditions)
• Life and Accident Insurance - Financial protection coverage for eligible employees
• Community Service Days - Paid time off for eligible employees to volunteer in their communities
• Tuition Reimbursement - Educational assistance program for eligible employees (subject to program guidelines and approval)
• Transfer Fee Reimbursement - Smooth transitions with reimbursement for any transfer-related fees. We’ve got you covered.
• Employee Assistance Program - Confidential counseling and support services for eligible employees
• Employee Referral Program - Incentive program for employee referrals (subject to program terms)
• Transportation Allowance - Monthly transportation benefit for eligible employees
• Religious Holiday Allowance - Additional compensation provided before major religious holidays
• Remote work flexibility - Available for eligible roles with hybrid or remote work options

About MoneyGram :

MoneyGram is a global payments network built to move money across borders with speed, simplicity and trust. Its omnichannel platform empowers consumers, developers and agents to transfer cash, fiat and stablecoin however it works best for them.

The company serves over 60 million customers a year across 200+ countries and territories, nearly half a million retail locations and a rapidly expanding digital ecosystem reaching billions of devices. As one of the most recognized and trusted names in global payments, MoneyGram continues to reinvent how money moves - helping people around the world support their loved ones and build better futures.