Customer Care Leader, Digital Banking Madrid, Spain

Are you keen on ensuring the highest quality of customer experience in digital finance? Does working for a company where you can implement new strategies and solutions in the customer experience sound exciting to you? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? If so, why not consider joining Western Unions new Digital Banking hub.

Western Union powers your pursuit.

Reporting to the Head of Digital Banking Operations and Customer Experience, well look to you to focus relentlessly on providing an outstanding experience for our customers, including:

Role Responsibilities

• Develop the end-to-end framework for digital banking customer experience across onboarding, transacting, and customer issue resolution.
• Build out the operating model, fill and onboard key requisitions.
• Work with onboarding, transaction, and customer issue resolution leads to build out the playbooks for how we handle all types of customer issues.
• Define and implement the model by which we resolve escalated issues that require specific expertise. This will involve coordinating across multiple groups and ensuring we all collaborate to produce the best outcomes for the customer.
• Serve as a process main point of contact for business unit leaders on Customer Care support.
• Maintain oversight of Customer Care representatives and ensure they are delivering with respect to speed and quality of service.
• Work with Customer Care partners and business unit leaders to identify pain points, root causes, optimization opportunities and lead others to solve complex problems.
• Support Operations knowledge management team and lead Customer Care process improvement with focus on key call drivers and aligned to organization priorities.
• Support as expert care applications teams in developing strategies and roadmap execution for Customer Care systems (customer contact, call/chat automation and desktop experience).

Role Requirements

• You will have a minimum of 5+ years of practical experience in the fintech field, either in digital or retail banking, payments.
• Strong experience within operations is essential.
• Previous experience managing teams of at least 8 - 10 people and working across departments to gain alignment.
• Excellent verbal and written business English skills.
• Organizational and execution skills.

We make financial services accessible to humans everywhere. Join us for whats next.

Western Union is positioned to become the worlds 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.

Just as we help our global customers prosper, we support our employees in achieving their professional aspirations. Youll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If youre ready to help drive the future of financial services, its time for Western Union. Learn more about our purpose and people at https://careers.westernunion.com/

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
(https://careers.westernunion.com/global-benefits/). 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 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

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. 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.

We are passionate about diversity. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.

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