Senior Escalations & Risk Ops Specialist - Hybrid

Western Union; Quezon City; Hybrid; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Hybrid working arrangement

Health insurance options

Short-term incentives

Job summary

Western Union in Quezon City, Philippines, seeks a Senior Analyst Escalations, Risk and Compliance Operations to manage end-to-end investigations of customer complaints, covering regulatory and non-regulatory issues, and to perform root cause analysis to improve customer satisfaction.

The role acts as SME, guiding queue management, escalation handling, and monitoring KPIs and SLAs, working with multiple departments to deliver accurate resolutions and support continuous improvement.

Qualifications

• Bachelor’s degree or equivalent required.
• Strong analytical and research capabilities.
• Excellent documentation and communication skills.
• Ability to manage multiple cases and priorities.
• Collaborative approach across teams.

Responsibilities

• Handle second-level customer escalations via call or email.
• Monitor trainees and oversee roster performance.
• Prepare daily/weekly staffing performance reports.
• Support regulatory requirements such as Dodd Frank Remittance Rule.
• Collaborate with multiple departments to provide accurate resolutions.

Skills

Analytical abilities

Attention to detail

Documentation skills

Written and verbal communication

Multitasking

Collaboration across departments

Self-driven

Problem-solving

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 investigations of customer complaints, covering regulatory and non-regulatory issues, and to perform root cause analysis to improve customer satisfaction.

The role acts as SME, guiding queue management, escalation handling, and monitoring KPIs and SLAs, working with multiple departments to deliver accurate resolutions and support continuous improvement.