Hybrid Senior Analyst - Escalations, Risk & Compliance

Transfer Express de Panama; Quezon City; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Paid sick leave and vacation leave

HMO coverage with dependents from day

Hybrid working arrangement

Job summary

Western Union in Quezon City, Philippines, seeks a Senior Analyst Escalations, Risk and Compliance Operations to manage end-to-end customer complaint investigations, root-cause analysis, and high-priority escalations. You will drive operational excellence, QA, and collaboration across departments to ensure accurate resolutions and customer loyalty.

The role emphasizes SME leadership, real-time guidance, and adherence to KPIs/SLAs, with a hybrid office arrangement and opportunities to impact

Qualifications

• Bachelor's degree or equivalent.
• Strong analytical abilities and resourcefulness in case research.
• Excellent documentation and attention to detail.
• Ability to work across multiple departments to resolve issues.
• Experience with case management and multitasking.

Responsibilities

• H handles second level escalations via call and email and product-related training.
• Ensures documentation, procedures, and measurements are up to date with industry standards.
• Supervises Trainees and monitors performance for development.
• Delivers monthly rosters and weekly roster reviews for Call Centre.
• Prepares reports and reviews staffing performance against KPIs with MIS and QA.
• Supports regulatory requirements for the Dodd-Frank Remittance Rule.
• Collaborates with multiple departments to provide accurate resolutions.

Skills

Analytical abilities

Attention to detail

Documentation

Collaboration

Case management

Multitasking

Written communication

Verbal communication

Problem-solving

Customer service

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Western Union in Quezon City, Philippines, seeks a Senior Analyst Escalations, Risk and Compliance Operations to manage end-to-end customer complaint investigations, root-cause analysis, and high-priority escalations. You will drive operational excellence, QA, and collaboration across departments to ensure accurate resolutions and customer loyalty.

The role emphasizes SME leadership, real-time guidance, and adherence to KPIs/SLAs, with a hybrid office arrangement and opportunities to impact