This position has the responsibility to meet operational needs by distributing workload, being able to take fast decisions in solving escalated issues. An Escalations team member would be in charge of workload monitoring, reporting and additional tasks assigned by Team Leaders and management.

Responsibilities:

• Manage the workload by monitoring and distributing off-line/on-line tasks, handle escalations received via email or during a phone call with a customer or an agent
• Take ownership over complex decisions and escalate the system issues
• Deliver daily, weekly and monthly skill-specific reports
• Cover procedure updates and provide feedback
• Ensure excellent customer service experience
• Be responsible for delivering high quality results that meet the identified targets

Requirements:

• Bachelor's degree or equivalent
• Strong analytical skills and decision making ability
• Competent in providing constructive feedback
• Fluency in English – outstanding verbal, written and listening skills
• Excellent customer service skills
• Ability to work in a team and independently
• Proficiency in Microsoft Office (Excel, Word, Outlook, PowerPoint) 
• Ability to work in various shifts, according to business needs
• Experience and strong knowledge in AML Compliance
• Knowledge of KYC Operations systems

The monthly gross base salary range is 1258 – 2158 EUR. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive an annual bonus that aligns with individual and company performance. Actual salaries will vary and are based on factors such as a candidate's qualifications, skills, and competencies. Salary is one component of the Western Union total compensation package, which includes short-term incentives, multiple health insurance options, accident and life insurance, and access to best-in-class development platforms, to name a few! The Recruiter will share other benefits specific to your location and role during the interview process.

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