Specialist, Agent Support (Cuauhtémoc)

Specialist, Agent Support - Mexico City

Are you keen to unleash your potential in a global business that is redefining the financial services sector? Are you ready to unleash your potential in a general business that is committed to moving money for better? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive?

Western Union powers your pursuit.

This position is key for providing high-quality and timely service to our North America Bill Payment partners.

Role Responsibilities

• Support the end-to-end biller operations and account management to provide a world class biller/partner experience to grow and retain revenue.
• Act as a liaison between the majority of internal departments within Western Union and the Biller/customer to implement, identify, analyze, research, and resolve inquiries on all aspects of the business.
• Provides customer satisfaction by thoroughly investigating and resolving issues and providing product advice related to their account - revenue protection.
• Responsible for ensuring service quality and support objectives are consistent with strategic goals and standards.
• Enhance service quality, ensure compliance with operating standards, and provide training to optimize service delivery and business growth.
• Creates and maintains client profiles within the client relationship databases daily.
• Completes and submits enrollment forms, contractual updates, and bank changes.
• Has a deep and thorough knowledge of assigned clients’ configuration and understands their goals and needs.
• Independently and successfully manages special projects, while maintaining a high level of performance in day-to-day tasks.
• Maintains contact with Vertical Sales Representatives to strategize on maximizing individual account performance.
• Manages many complex client accounts.

Role Requirements

• Bachelor’s degree or be a student and at least 2 years of experience as an agent support specialist to understand the payments landscape.
• Spanish and English fluent is mandatory.
• Providing exceptional support and having handled and resolved client issues.
• Excellent verbal and written communication skills. Exemplary attention to detail, and solid judgement/critical thinking are required.
• Ability to maintain long-standing relationships with our billers.
• Able to effectively respond to questions from clients and internal/external partners.
• Work comfortably in a highly complex environment.

Benefits

• Access to short-term incentives.
• Multiple health insurance options.
• Accident and life insurance.
• Access to best-in‑class development platforms.
• Grocery vouchers.
• 2 personal days off.
• Special days for marriage.
• Christmas bonus (30 days).
• 24/7 Virtual Medical Assistance.

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. This role is classified as 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 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.