Senior Analyst Escalations, Customer Care

Senior Analyst, Escalations, Customer Care – Quezon City, Philippines

Are you passionate about resolving complex customer issues and delivering exceptional service? Do you thrive on investigating complaints, uncovering root causes, and ensuring fair, accurate resolutions? Then it’s time to join Western Union as a Senior Analyst, Escalations, Customer Care. Western Union powers your pursuit.

Responsibilities

• Manage the end‑to‑end lifecycle of customer complaint investigations and resolutions (both regulatory and non‑regulatory).
• Conduct root cause analysis to identify and eliminate underlying issues driving customer dissatisfaction.
• Deliver high‑quality customer care, ensuring concerns are resolved effectively while strengthening customer loyalty.
• Perform thorough research and analysis to support accurate and fair case outcomes.
• Document case details, findings, and resolutions clearly and comprehensively.
• P...