As a Specialist, Customer Care, you'll join the WU Digital Payments team and will be responsible for analyzing the performance of various products to improve the functionality of bank transfers and card-not-present methods of payments. Role Responsibilities You'll naturally be inclined to always think about how to implement new ideas, products, processes, and improvements. You will analyze complex business problems and issues using data from internal and external sources to provide insight to decision-makers. You will also answer inquiries and resolve problems and issues. You will assist customer facing organizations in resolution of Bank Enquiries with the support of functional teams and identify patterns in recurring issues based on cases. As part of your role, you will process offline tasks associated with loss management or payments assignments for Digital products at a global scale. You will complete responses to Digital Banking, bank inquiries and disputes by preparing comprehensive case reviews by applying Fraud critical and analytical skill. You will support internal and external payment inquiries and when necessary, engage payment vendors. You will ensure all requests are processed accurately and within Service Level Agreements. We will require you to demonstrate partnership with any other digital departments such as Payment Exceptions, Compliance, and any others to support customer enquiries or issues. Role Requirements College or higher degree with 1 year of experience working in the financial sector is preferred Online payments and banking experience preferred Fluency in English with outstanding verbal, writing, and listening skills (B2+) Customer experience mindset Schedule Flexibility is a must. Complete responses to bank inquiries and disputes by preparing comprehensive case reviews Great teamwork spirit as you will be working with peers, stakeholders and management to collaborate with personal and professional development as a team Classification: Public Ability to navigate through PowerBI and Excel for data analysis MS Office proficiency Excellent analytical, critical thinking and problem-solving skills with attention to details Willingness to ask questions and ability to quickly grasp and master new concepts and requirements, related to product and process knowledge Ability to work independently and take ownership of various parts of a project/initiative and follow through until resolution Confidence in making instinctual and logical decisions with little or no supervision Be self-motivated and results-oriented NOTE:This is a fixed-term / contract role (6 months)Shift schedule is graveyard (Philippines Standard Time)Work location is Vertis North, Quezon City
