Compliance Customer Service Representative - Madrid, Spain
Do you thrive on working in an environment where the customer is your top priority? Are you a tenacious problem solver? Are you interested in joining a brand-new team, and a business that's on the move? If so, then it's time to join Western Union's new Digital Banking Hub.
Western Union powers your pursuit.
Our overall objective when serving customers is to provide excellent service with empathy, quality, and speed. Some of the issues our customers encounter require more specialized expertise to deliver on these 3 attributes.
The main purpose of this role is to be the voice and face of Western Union for specialized issues our customers face related to risk and compliance. Reporting to the Customer Care Supervisor, we'll look to you to:
Role Responsibilities Serve as a rapid response compliance professional who quickly diagnoses and resolves compliance-related matters that customers encounter during onboarding and their ongoing usage of our digital banking product. It requires targeted problem-solving to diagnose issues and see patterns across customers. This will cover a broad range of compliance and risk topics, including:
KYC and Transaction Monitoring;
Fraud detection, prevention, and resolution.
Create a feedback loop with risk and compliance 2nd line teams so that the voice of the customer flows back to policies and procedures, and relevant changes.
Develop (and evolve) procedures and playbooks for how the most common customers' challenges related to risk and compliance are solved.
Provide expert input to Tier 1 Customer Service Representatives so they can be as specific and prescriptive as possible when reaching out to customers.
This will be an important balance of customer-friendly communications with topic-specific information to help customers understand how their problem is solved.
- Handle inbound calls and messages.
- Take decisions with a certain level of autonomy.
Role Requirements Experience engaging with customers in a regulated environment. Preference for experience in start-up, finance, and/or regulatory affairs.
Strong English language skills are mandatory. Additional knowledge of Italian or German languages will be considered as an advantage.
Strong verbal, written, and listening skills.
Ability to multi-task and work independently.
You are a team player with the ability to prioritize workload in line with tight deadlines and under pressure.
Analytical skills and attention to detail.
Flexibility to work shifts or on Saturdays according to business needs.
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. To support this, we have launched a Digital Banking Service and Wallet across several European markets to enhance our customers' experiences by offering a state-of-the-art digital Ecosystem. 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.
Benefits You 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.
Your Spain specific benefits include:
25 days annual leave - plus 14 public holidays
Comprehensive life & medical cover - including dependents.
Contributory pension plan
Preventative Care Assistance program
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