Job Description

Responsible for providing technical support for Customers, Agents and/or Services Associates performing complex duties with a high level of technical/business knowledge. Work will be a mix of both on-line and off-line duties and will be specific to one of the following functions: Government Sanctions Interdictions (GSI), Agent Victim Fraud (AVF), or Know Your Customer (KYC). Responsibilities related to GSI are day to day transaction management, information verification, conducting investigations and servicing inquires received over the phone or email. Will perform inbound and outbound phone interviews with customers, educating and raising awareness about consumers, Agents and/or Services Associates. Responsibilities related to AVF are utilize all available tools and analyze relevant information in order to identify if fraud was committed against a WU location. Will deliver customer support in relation to identification process by handling the information inquires and handling complaints. Responsibilities related to KYC are being responsible for identifying how Western Union services are being used by our frequent customers. Will perform investigations on customer’s transactional history, interviews customers over the phone/e-mail or other off-line applications and makes a

decision whether Western Union services can be used further.

Essential Job Functions

100% - Investigate information related to Western Union, customers or service agents

100% - Use of tools to assist in investigations and reporting

100% - Providing customer service

WU Competencies

Individual Contributor or People Manager: Individual contributor

Leadership: Novice

Management and Planning: Novice

Business Impact: Advanced

Customer Focus: Advanced

WU WAY Leader Model

• Enterprise Mindset: Align, collaborate, advocate

• Lean-Agile Leader: Nimble, better, disciplined

• Innovation Enabler: Involve, evolve, reimagine

• Passion for Customers: Anticipate, respond, integrate

• Talent Cultivator: Envision, grow, empower

Experience and Qualifications

• 0 years of experience required (ability to commit to 4-6 weeks of training required)

• High School degree required

• Proficiency in English language mandatory

Skill Area

Technical Skills: Ability to learn computer systems quickly

Soft Skills: Advanced Verbal, written and listening skills

Analytical, reactive and attention to detail- intermediate to advanced

Multi-tasking – intermediate to advanced

Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.