Senior Documentation Analyst – Vilnius, Lithuania

Are you passionate about delivering excellent communication and ensuring quality customer experience? Have you got what it takes to help us realize our vision to become one of the world's biggest FinTech organizations? Join Western Union as a Senior Documentation Analyst.

Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We're a FinTech that's using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We're a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen.

Better requires process, discipline, and simplification

You will be joining Western Union Knowledge team, will be focusing on customer communication and ensuring a superior customer experience by creating and managing documents such as scripts and stationeries and their translations to other languages. Additionally, you will clearly transcribe processes in documentation for the departments within Platform Operations but may work with other departments as needed. These documents can include, but are not limited to, procedures, desk references, bulletins, and job aids.

In this role, you will manage planning, execution, and control stages of the process to ensure effectiveness of the documentation program, including reporting the document status to Supervisors, Managers, Directors and other key stakeholders. You will work closely with counterparts globally, as well as with Platform Operations management in determining additional documentation needs. This includes actively recognizing procedural changes and areas of improvement. Likewise, you will assist with program development, communication, and documentation for new and existing procedures, products, and services.

Requirements for this role:

• Experience in customer service field

• Excellent English skills (speaking, reading and writing)

• Strong communication (written and verbal with an emphasis on writing)

• Superior organizational and multitasking skills

• Capacity to work in a fast pace environment and ability to quickly adapt to constantly changing processes

• Analytical, proactive, and detail oriented

• Experience in creating written or verbal communication to customers would be an advantage

• Experience in creating standard operating procedures or other guidelines would be an advantage

Join us, and let's move money for better

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It's an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you're ready to unleash your potential to help drive change through bottom-up innovation, apply now.

We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.

At Western Union, we are passionate about our 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 on the basis of race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status.

Annual base salary gross: 25,786 – 38,513 Euro

The base salary range represents the low and high end of the Western Union salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate's qualifications, skills, and competencies.  The salary is one component of Western Union's total compensation package for employees. Other rewards and benefits include short term incentives, health insurance (several options to choose from), accident and life insurance, access to the best in class learning and development platforms, flexible work arrangement, to name just a few!

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