Escalations and Operations Coordinator

Escalations and 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 an Escalations and Operations Coordinator.

Western Union powers your pursuit.

We are looking for someone who would be part of the Digital Review Team as a Escalations and Operations Coordinator responsible for analyzing the performance of various products to improve the money transfer service and operational service level agreements

Role Responsibilities

• Oversee and lead daily floor operations for a team of approximately 50 employees, ensuring consistent achievement of productivity, quality, and safety standards. Actively monitor Service Level Agreements (SLAs) and ensure operational targets are met or exceeded.
• Provide real-time floor support, acting as a visible and accessible leader. Foster a positive and collaborative work environment by addressing operational challenges, guiding team members, and promoting accountability.
• Utilize data-driven decision-making to identify trends, resolve issues, and optimize performance. Leverage reporting tools and analytics to monitor key performance indicators (KPIs), proactively address gaps, and drive continuous improvement.
• Serve as a role model and coach, demonstrating strong leadership and people skills. Mentor team members, support career development, and cultivate a culture of excellence, respect, and inclusion.
• Act as a subject matter expert in customer service and operational processes. Handle customer escalations both online and offline, ensuring timely and effective resolution that aligns with business goals and customer satisfaction.
• Ensure all operational tools and systems are functioning properly. Proactively identify technical issues and coordinate with IT teams or external vendors to escalate and resolve problems promptly, minimizing impact on service delivery.
• Drive operational innovation and efficiency, identifying opportunities for process improvement and digital transformation. Collaborate cross-functionally to implement tools, workflows, and enhancements that improve service delivery and employee experience.
• Conduct root cause analysis and leads to continuous improvement initiatives using methodologies such as Lean or Six Sigma. Recommend and implement best practices to optimize resource utilization, reduce costs, and enhance overall performance.
• Support training and development efforts, ensuring team members are equipped with the skills and knowledge needed to succeed. Facilitate onboarding, upskilling, and leadership development programs.

Role Requirements

• Bachelor's degree or currently pursuing a degree in Business Administration, Industrial Engineering, or a related field.
• Previous experience in escalations handling, preferably in a Tier 2 or similar role, where balanced decision-making between business needs and customer or employee impact was essential.
• Strong operational knowledge is required, including familiarity with service delivery, performance metrics, and process optimization in a fast-paced environment.
• Certifications or demonstrated knowledge in process improvement methodologies, such as Lean Six Sigma (Green Belt), Scrum Master, or Design Thinking, are highly desirable.
• People management skills, as you will be responsible for the personal and professional development of a team of approximately 50 employees. Ability to lead by example and foster a positive, high-performance culture.
• Fluency in English, with outstanding verbal, written, and listening skills (Level B2+ minimum, C1 ideal).
• Proficiency in MS Office, especially Excel and Power BI, with the ability to generate, analyze, and interpret datasets and reports to support decision-making.
• Strong analytical abilities, critical thinking, and a problem-solving mindset, with keen attention to detail. Ability to thrive in a highly structured, deadline-driven environment.
• Self-motivated and results-driven, with the ability to work independently, take ownership of tasks, and follow through to resolution. Confidence in making instinctual and logical decisions with minimal supervision.
• Customer service orientation, with a commitment to delivering high-quality support and solutions, especially in escalated or complex situations.  
• Must have flexibility schedule flexibility and willing to work on weekends. 

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-Ya1 #Li-Hybrid

Estimated Job Posting End Date:

12-25-2025

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.