Customer Success Senior Analyst – Madrid, Spain

Do you thrive on working in an environment where the customer is your top priority?  Are you a tenacious problem solver and tech savvy? Are you interested in joining a brand-new team, and a business that’s on the move? If so, then it’s time to join Western Unions’ new Digital Banking Hub as a Customer Success Senior Analyst.

Western Union powers your pursuit. 

Our overall objective when serving customers is to provide excellent service with empathy, quality, and speed. Some of the issues our customers encounter require more specialized expertise to deliver on these 3 attributes. The main purpose of this role is to be the voice and face of Western Union for specialized issues our customers face related to technology. Reporting to the Customer Care Supervisor we’ll look to you to: 

Role Responsibilities 

• Serve as a rapid response professional who quickly diagnoses and resolves escalations and issues that customers encounter during onboarding and their ongoing usage of our digital banking product. It requires targeted problem solving to diagnose issues and see patterns across customers.  This will cover a broad range of activities, including: 

• Triaging the issue and being able to identify in which system/part of the product the issue may be occurring; 

• Estimating amount of time needed so that customers have their expectations set accordingly; 

• Coordinating across multiple teams for more complex issues. 

• Monitor and analyze customer feedback, identify trends, and suggest improvements enhancing overall customer experience and satisfaction. 

• Monitor and maintain tickets ensuring customer care and quality meet the standards. 

• Analyze and review data sets to provide insightful reports and findings, contributing to continuous improvement and informed decision-making within the team.  

• Maintain a comprehensive and prioritized view of what product and process enhancements are needed to exceed customer expectations and provide them with an excellent experience.  

• Possess sufficiently broad expertise to know when decisions can be made in real-time versus which decisions require escalations through established governance procedures. It is not necessary to be a subject matter expert (though that is a plus) but rather to have breadth across many topics and be able to go in-depth when needed. 

• Develop (and evolve) procedures and playbooks for how the most common customers’ challenges are solved. 

• Provide expert input to Tier 1 Customer Service Representatives so they can be as specific and prescriptive as possible when reaching out to customers. This will be an important balance of customer-friendly communications with topic-specific information to help customers understand how their problem is solved. 

• Handling inbound calls and messages. 

Role Requirements 

• A minimum of 3 years experience in front office Operations, preferably in escalation management. Experience with ticketing tools (e.g. Salesforce, Service Now). 

• Experience engaging with customers. Preference for experience in start-up or financial industry. 

• Strong English language skills are mandatory. 

• Strong verbal, written, and listening skills. 

• Ability to multi-task and work independently. 

• You are a team player with the ability to prioritize workload in line with tight deadlines and under pressure. 

• Proficiency in Excel and strong analytical skills. 

• Flexibility to work shifts or on Saturdays according to business needs. 

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.  To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers’ experiences by offering a state-of-the-art digital Ecosystem. 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 Spain specific benefits include: 

• 25 days annual leave – plus 14 public holidays 

• Comprehensive life & medical cover – including dependents. 

• Contributory pension plan 

• Preventative Care Assistance program 

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.