Western Union
Escalations & Operations Coordinator – Santa Ana, Costa Rica
Are you ready to join an advanced team that customers depend on to prevent fraudulent transactions? Are you ready to unleash your potential in a global company that moves money for
better
?
Join Western Union as
a
Escalations & Operations Coordinator. Western Union powers your pursuit. We are looking for someone who would be part of the Digital Review Team as
a
Escalations & Operations Coordinator responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements Role Responsibilities Operational Oversight: Support the daily operations of a team comprising approximately 50 employees by assisting supervisors in maintaining consistent adherence to productivity, quality, and safety standards.
Actively
monitor
Service Level Agreements (SLAs) to ensure operational targets are consistently met or exceeded
.
Team Leadership and Culture: Foster a collaborative and positive work environment by addressing operational challenges, guiding team members, and promoting a culture of accountability and mutual respect.
Data-Driven Performance Management: Leverage data analytics and reporting tools to
monitor
key performance indicators (KPIs),
identify
performance trends, and proactively address gaps. Utilize insights to drive continuous improvement and operational excellence.
Coaching and Development: Serve as a role model and coach,
demonstrating
strong interpersonal and leadership skills. Mentor team members, support their professional development, and cultivate a culture of excellence, inclusion, and respect.
Customer Experience Management: Act as a subject matter expert in customer service and operational processes. Manage customer escalations across channels, ensuring
timely
and effective resolution aligned with business
objectives
and customer satisfaction.
Systems and Tools Management: Ensure the
optimal
functionality of operational tools and systems. Proactively
identify
and escalate technical issues to IT teams or external vendors to minimize service disruptions and
maintain
operational continuity.
Process Improvement and Innovation: Champion operational innovation by
identifying
opportunities for process optimization and digital transformation. Collaborate cross-functionally to implement tools, workflows, and enhancements that elevate service delivery and employee experience.
Continuous Improvement Initiatives: Conduct root cause analyses and lead continuous improvement efforts using methodologies such as Lean or Six Sigma. Recommend and implement best practices to enhance resource
utilization
, reduce operational costs, and improve overall performance.
Training and Enablement: Support training and development initiatives to ensure team members
possess
the necessary skills and knowledge to succeed. Facilitate onboarding, upskilling, and leadership development programs to build a high-performing team.
Role Requirements Education: Bachelor’s degree or active enrollment in a degree program in Business Administration, Industrial Engineering, or a related field is
required
.
Experience: A minimum of 1–2 years of experience in handling escalations, preferably in a Tier 2 or equivalent role, where sound judgment and the ability to balance business
objectives
with customer or employee impact are essential.
Leadership Support:
Proven experience supporting supervisors in people management and workload coordination. Acts as the go-to resource for frontline agents and a key partner to leadership, helping foster a high-performing, positive team environment.
Language Proficiency: Fluency in English is
required
, with excellent verbal, written, and listening skills (minimum CEFR Level B2+; Level C1 preferred).
Technical Skills:
Proficiency
in Microsoft Office Suite, particularly Excel and Power BI, is preferred. The ability to generate, analyze, and interpret datasets and reports to support operational decision-making is essential.
Certifications:
Knowledge of Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking is highly desirable. Must be committed to obtaining certification within six months of hire.
Professional Attributes:
Self-motivated and results-driven, with strong analytical and problem-solving skills. Detail-oriented, able to work independently, and confident in making sound decisions. Committed to delivering high-quality support, especially in complex or escalated situations, with a strong customer service focus.
Operational Knowledge: Solid understanding of service delivery, performance metrics, and process optimization in fast-paced, structured environments is
required
.
Work Schedule: Availability to work Sunday through Thursday, from 10:00 a.m. to 7:00 p.m., is
required
.
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
lifeinsurance
, 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
interviewprocess
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 their time between working from home and working from an office location.
The expectation is to work from the office a minimum of three days a week. 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, 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. #LI-CL1 #LI-Hybrid Estimated Job Posting End Date: 08-21-2025 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.
#J-18808-Ljbffr
better
?
Join Western Union as
a
Escalations & Operations Coordinator. Western Union powers your pursuit. We are looking for someone who would be part of the Digital Review Team as
a
Escalations & Operations Coordinator responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements Role Responsibilities Operational Oversight: Support the daily operations of a team comprising approximately 50 employees by assisting supervisors in maintaining consistent adherence to productivity, quality, and safety standards.
Actively
monitor
Service Level Agreements (SLAs) to ensure operational targets are consistently met or exceeded
.
Team Leadership and Culture: Foster a collaborative and positive work environment by addressing operational challenges, guiding team members, and promoting a culture of accountability and mutual respect.
Data-Driven Performance Management: Leverage data analytics and reporting tools to
monitor
key performance indicators (KPIs),
identify
performance trends, and proactively address gaps. Utilize insights to drive continuous improvement and operational excellence.
Coaching and Development: Serve as a role model and coach,
demonstrating
strong interpersonal and leadership skills. Mentor team members, support their professional development, and cultivate a culture of excellence, inclusion, and respect.
Customer Experience Management: Act as a subject matter expert in customer service and operational processes. Manage customer escalations across channels, ensuring
timely
and effective resolution aligned with business
objectives
and customer satisfaction.
Systems and Tools Management: Ensure the
optimal
functionality of operational tools and systems. Proactively
identify
and escalate technical issues to IT teams or external vendors to minimize service disruptions and
maintain
operational continuity.
Process Improvement and Innovation: Champion operational innovation by
identifying
opportunities for process optimization and digital transformation. Collaborate cross-functionally to implement tools, workflows, and enhancements that elevate service delivery and employee experience.
Continuous Improvement Initiatives: Conduct root cause analyses and lead continuous improvement efforts using methodologies such as Lean or Six Sigma. Recommend and implement best practices to enhance resource
utilization
, reduce operational costs, and improve overall performance.
Training and Enablement: Support training and development initiatives to ensure team members
possess
the necessary skills and knowledge to succeed. Facilitate onboarding, upskilling, and leadership development programs to build a high-performing team.
Role Requirements Education: Bachelor’s degree or active enrollment in a degree program in Business Administration, Industrial Engineering, or a related field is
required
.
Experience: A minimum of 1–2 years of experience in handling escalations, preferably in a Tier 2 or equivalent role, where sound judgment and the ability to balance business
objectives
with customer or employee impact are essential.
Leadership Support:
Proven experience supporting supervisors in people management and workload coordination. Acts as the go-to resource for frontline agents and a key partner to leadership, helping foster a high-performing, positive team environment.
Language Proficiency: Fluency in English is
required
, with excellent verbal, written, and listening skills (minimum CEFR Level B2+; Level C1 preferred).
Technical Skills:
Proficiency
in Microsoft Office Suite, particularly Excel and Power BI, is preferred. The ability to generate, analyze, and interpret datasets and reports to support operational decision-making is essential.
Certifications:
Knowledge of Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking is highly desirable. Must be committed to obtaining certification within six months of hire.
Professional Attributes:
Self-motivated and results-driven, with strong analytical and problem-solving skills. Detail-oriented, able to work independently, and confident in making sound decisions. Committed to delivering high-quality support, especially in complex or escalated situations, with a strong customer service focus.
Operational Knowledge: Solid understanding of service delivery, performance metrics, and process optimization in fast-paced, structured environments is
required
.
Work Schedule: Availability to work Sunday through Thursday, from 10:00 a.m. to 7:00 p.m., is
required
.
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
lifeinsurance
, 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
interviewprocess
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 their time between working from home and working from an office location.
The expectation is to work from the office a minimum of three days a week. 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, 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. #LI-CL1 #LI-Hybrid Estimated Job Posting End Date: 08-21-2025 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.
#J-18808-Ljbffr