Senior Specialist, Business Analysis - Santa Ana, Costa RicaAre you interested in providing guidance to the Western Union stores and the agent network? Do you enjoy being the go-to person? Join Western Union as Senior Specialist, Business Analysis.Western Union powers your pursuit.We'll be looking for you to be part of our Global Network Compliance & Risk Operations team which is responsible for timely assist stakeholders and monitor progress of KYA/KYCC recertification plan.Role ResponsibilitiesThe overall objective of this role is to timely assist stakeholders and monitor progress of KYA/KYCC recertification plan.Handles due diligence documentation for prospective and existing WU Agents.Handles email and phone communication with Agents. Conducts calibrations sessions with Agents and refreshing training events.Serves as single point of contact for Agents during onboarding and recertification events providing best Agent experience.Coordinates all KYA related activities with all regional teams.Participates in regular follow up meetings with the stakeholders (Regional KYA, ROCs Agent Implementation, others).Works to ensure adherence of KYA/KYCC execution plans, including daily monitoring of progress.Handles reinstatement requests and related issues.Monitors reporting tools daily to ensure data accuracy.Provides adequate and up to date reporting to upper management on operation results, accomplishments, and risks.Owns and drives identification and resolution of general process issues and risks and proposes action plans.Liaises with Local & Global Compliance, Legal, and Business when required.Collaborates on strategic projects as a Subject Matter Expert of KYA/KYCC.Utilizes creative problem solving and solid decision-making abilities to solve issues.Follows up on pending packet submissions.The incumbent will be SME and point of contact for KYA/KYCC related matters, engaged to provide necessary assistance to ensure certification end to end process is completed.The successful candidate must possess strong written and oral communication skills and have the ability to work both independently and as part of a team. Have ability to work in a fast-paced development environment under tight resource and schedule restrictions preferred.Role RequirementsYou will need to have a bachelor's degree with emphasis in Business Administration, Marketing, or relative fields or equivalent of 3-5 years of experience in Customer Service, Training & Quality Analysis on tracking & reporting progress made on set deliverables background.Fluency in English (B2+ or higher) both written and verbal communications, and third language is a plus for this position (French).Have intermediate technical skills, computer systems quickly, intermediate Excel Skills, good knowledge of Microsoft Office package.Have advanced soft skills, Good analytical skills, and Detail oriented. Analytical, reactive and attention to detail- intermediate to advanced. Ability to multi-task and to work independently. Demonstrated critical-thinking, problem-solving, and goal-setting skills are required.Note: This role is in hybrid modality, 3 days per week fully on site. will also have access to short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few ( Please see the location-specific benefits below and note that your Recruiter may share additional role-specific benefits during your interview process or in an offer of employment.Your Costa Rica- specific benefits include:Asociación SolidaristaPaid time off including extended maternity leave.In house company doctor servicesContinuing EducationTransportation services optionsParking spacesHybrid model workFlexible Working Schedules if applicableReferral Program awardEmployee Resource Groups (ERG) and committees to volunteer withCarpooling ProgramPrice Smart membershipPan American Medical and Life insuranceCafeteria SubsidyOur hybrid work modelWestern 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.
