Transaction Review Analyst

Ria Money Transfer; Alcobendas; Híbrido; EUR 18.000 - 26.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, Dental & Vision Insurance

Employee Stock Purchase Plan

Paid Vacation / Sick Leave

Hybrid Work Schedule

Tuition Assistance

Corporate gatherings, team bonding

Descripción de la vacante

Ria Money Transfer is seeking a Customer Care Representative in the Transaction Review Department. You will be the first line of compliance, resolving customer and agent inquiries with empathy and efficiency, ensuring regulatory adherence and high satisfaction.

Ideal candidates have at least 1 year in call center/compliance roles, fluent English and French, and strong MS Office skills. The position offers a hybrid work schedule and opportunities to grow within a dynamic payments environment.

Formación

• 1+ year of work experience in call center or compliance positions.
• Advanced level of English and French required.
• Strong customer service orientation and excellent communication skills.

Responsabilidades

• Resolve inquiries related to compliance via phone, email and internal systems.
• Conduct interviews to assess fraud and compliance risks; guide customers and agents.
• Release or cancel transactions and unblock customers when appropriate.
• Provide guidance on compliance rules and ensure high customer satisfaction.

Conocimientos

Communication skills

Educación

Bachelor’s degree

Herramientas

MS Office

Internet Explorer

Descripción del empleo

Description

Ria Money Transfer, a business segment of Euronet Worldwide, Inc. (NASDAQ: EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment and check cashing services, offering a reliable omnichannel experience. With over 600,000 locations in nearly 200 countries and territories, our purpose remains to open ways for a better everyday life.

We believe we can create a world in which people are empowered to build the life they dream of, no matter who they are or where they are. One customer, one family, one community at a time.

ABOUT THIS ROLE

We are actively looking for a dynamic and customer-focused individual who can join our team as a
Customer Care Representative in the Transaction Review Department. As the first line of compliance,
you will play a key role as the resolution point for customers and agents’ inquiries. In this essential
position, you will serve as a trusted advisor, providing exceptional service and support to address
their inquiries, resolve issues, and ensure their overall satisfaction.
Your primary responsibility will be to interact with customers and agents in a professional and
courteous manner, effectively from a compliance perspective. You will listen attentively to their
concerns, demonstrating empathy and understanding, while proactively offering solutions to meet
their needs.
As a Customer Care Representative inside Transaction Review Group, you will, not only, utilize your
strong communication skills, but also your compliance knowledge to resolve the incoming inquiries
from our customers and agents. Your ability to navigate customer inquiries with ease and efficiency
will be crucial in delivering seamless and satisfying customer experience and at the same time
complying with regulatory and internal rules.
Overall, this role is a hybrid between Transaction Review Analyst and Customer care representative to
resolve during the call the issues related to Compliance such as performing interviews to detect and
prevent any risk related to Money Laundering, Terrorism Financing and fraud.

ROLES & RESPONSIBILITIES

• Resolves inquiries related to compliance via Phone, system email and internal system
  (FxClient).
  Perform interviews (create fraud questionnaire and fraud ID)
  Release or cancel transactions
  Unblock Customers
  Modify customer information
  Guide agent and customer about compliance rules
  Resolve product or service problems by clarifying the customer's complaint; determining the
  cause; selecting and explaining the best solution to solve the problem; expediting correction
  or adjustment; following up to ensure resolution and escalating the issue if necessary.
  Recommend changes that may be needed to management by collecting customer
  information and analyzing customer needs.
  Contributes to the TRG team by assisting in accomplishing department goals.
  Keeping up to date with all the new changes and information which may be relevant to your
  position, you need to be knowledgeable.
  Follows all internal procedures and policies
  Completes assigned tasks and shift responsibilities daily
  Maintains customer satisfaction at high levels.
  Ensure the quality of call standards are met for the department

POSITION REQUIREMENTS

• College level, preferably Bachelor's degree in any course.
  Good knowledge of MS Office and Internet Explorer.
  At least 1 year's work experience in call center and/or compliance positions.
  Advanced level of English & French
  Strong customer service orientation.
  Excellent communications skills (both oral and written).
  Team worker.
  Attention to detail.
  Flexibility regarding work schedule.
  Any other language is a plus.

PERKS & BENEFITS

• Medical, Dental & Vision Insurance
• Employee Stock Purchase Plan
• Paid Vacation / Sick Leave
• Hybrid Work Schedule
• Tuition Assistance
• Corporate gatherings, team bonding events, and much more