Customer Care Supervisor Madrid, Spain

Do you thrive on working in an environment where the customer is your top priority? Are you a tenacious problem solver, someone who enjoys working in a fast-paced organization, and strives to lead your team to success? Are you interested in joining a brand-new team, and a business thats on the move? If so, then its time to join Western Unions new Digital Banking Hub.

Western Union powers your pursuit.

Reporting to the Customer Care Hub Manager well look to you to lead our team of Customer Service Representatives to provide:

Role Responsibilities

• Defining updating the playbooks (operating textbooks) by which Customer Service Representatives (CSRs) operate.

• Defining the scripts to be followed by CSRs in both written and verbal communications.

• Serving as the accountable executive responsible for ensuring we fully solve customers' issues, including escalating customer issues if they have greater complexity issues to the broader involvement of teams across the organization.

• Hiring, coaching, and training of team members.

• Performing regular quality assurance of CSR communications and problem-solving, feeding results into training plans, coaching, and hiring practices.

• Conduct hiring of Tier 1 CSRs.

Role Requirements

• A minimum of 5+ years of practical experience in customer service, operations, digital and/or retail banking and/or payments, or the financial field in general, although candidates with other relevant experience will be considered too.

• Supervisory skills and can-do attitude.

• Customer success mindset and attention to the details.

• Preference for experience in finance and/or regulatory affairs.

• Demonstrated ability to manage and communicate with stakeholders at various levels internally and externally.

• Excellent verbal and written business English skills.

• Team player with the ability to prioritize workload in line with tight deadlines and under pressure.

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

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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