Specialist Team lead

At Western Union, we’re more than a trusted name in global payments. We’re moving beyond remittances, beyond cash, and beyond the expectations of our customers.Our talented teams enable us to transform into a digital-first company, built on the strength of our retail foundation and powered by next-generation payments. All this with the goal of helping people prosper.
Our customers inspire us to push boundaries and create services that make life easier and communities stronger. Wherever you are in the world, we’re committed to shaping the next generation of financial experiences.Join us as we go beyond and be part of a team that’s redefining what’s possible.
Role ResponsibilitiesAs a Specialist Team Lead you will be responsible for
Key responsibilities include:Responsible for supporting and back up the supervisor with collections tasks and chargeback processing.Support the collections team with escalations and daily assistance.Expert in chargeback processing and knowledge in all digital collections processes.Analyze data and provide recommendations to the leaders and stakeholders.Communicate with both internal teams and agents to provide a prompt response to the customers.Provide backup regarding chargeback upload to portals when applicable based on SLAs.Attend and participate in weekly/ monthly meetings regarding management topics, employee engagement and projects.Work on critical collection processes, maintain KPIs under control and daily visibility to the supervisor.Partner with supervisor and work on projects / process improvement initiatives.
Role Requirements• Management experience is a plus.• Desire to continue career path as supervisor.• Proficient with Microsoft products (Advanced Excel is Mandatory).• Proactive, interpersonal skills, and Leadership are required.• Excellent English verbal and written communication skills.• Outstanding customer service skills (customer centric mindset).• Ability to provide and receive feedback.• Ability to support the team with high standards.• Problem solver.• Critical thinking and challenge processes.• English level B2 or higher• Lean Six Sigma or similar process improvement knowledge is desired.
Work ShiftWestern Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. Due to the nature of this role, the expectation is to work from the office full time.
Other DetailsWe are passionate about honoring our employee's identity and fostering a feeling of belonging. 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.
Skills & RequirementsCollections ManagementChargeback ProcessingTeam LeadershipProcess ImprovementAdvanced Microsoft ExcelData AnalysisStakeholder CommunicationCustomer Service ExcellenceProblem SolvingCritical Thinking
Western Union Company is a global leader in cross-border, cross-currency money movement. Our omnichannel platform connects the digital and physical worlds and makes it possible for consumers and businesses to send and receive money and make payments with speed, ease, and reliability. With our global reach, Western Union moves money for better, connecting family, friends and businesses to enable financial inclusion and support economic growth.