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MoneyGram
MoneyGram
location iconLocations: Warszawa
level iconLevel: specialist
time iconWorking hours: Full time
At MoneyGram, it's our mission to bring family and friends closer together through our services. Whether online, in-app or in-store, we integrate innovative technology to make sure people around the world have the freedom to make their dreams a reality.

MoneyGram opened the Global Business Center in Warsaw, Poland, in the fall of 2014 as a cross-functional center of excellence and a hub for our operations. Today, the Global Business Center is a unique place to work, operating 24/7 with 640 individuals representing 57 nationalities, working in 46 languages across 46 business functions. We've built a working environment based on respect, diversity and teamwork and take pride in delivering high-quality service to our clients and agents in over 200 countries and territories.

Currently we are looking for:
Customer Advocate III

Customer Advocate III

Mode: hybrid

Job Summary

The Customer Advocate III is responsible for assisting with servicing of routine, inbound customer calls that cannot be immediately answered by Tier 1 basic support. Incumbents in this role will process escalated exceptions and consumer issues while acting as a liaison between the company, its customers, Agents, Billers, financial institutions, clients and/or internal MoneyGram departments. This includes, but is not limited to, issue resolution and/or complaint documentation for all moneywire/money order products, basic automation troubleshooting, as well as transaction hold review and processing.

Primary Responsibilities

  • Service all MoneyGram/Money Order products, ensuring accurate application of the most current product procedures and meeting performance standards to include, but not limited to consumer escalation issue resolution and/or complaint documentation.
  • Process re-routes, refunds, internal refund processing, reversals, encashment, claim card processing, photocopy requests, and general “help” questions from tier 1 staff.
  • Hold transaction reviews through inbound and outbound contacts to obtain necessary information to aid in decision release, refund or escalation to Compliance Operations of the transaction hold. This includes conducting the proper research via consumer/agent contact or internal application review to ensure accuracy of decisions to minimize risk and liability to MGI and its customers.
  • Identify department needs and productivity issues, bringing them to management attention; train co-workers on new programs as needed to support the productivity goals.
  • May develop database and multiple system reports for leadership and/or other groups.
  • Research consumer generated refund requests, request for aged transactional information, refunds that are outside of normal standards, FX disputes, compensation of expenses and encashment fees.
  • Conduct MoneyGram Agent inquiries/problem-solving regarding basic automation troubleshooting, commission reconciliation, send/receive activity, agent account correction, Agent changes/releases, database corrections, stop pays, Financial Institution Official Check and money order verifications, stops/flags/voids, photocopy requests, remittance and encashment.
  • Performs other duties as assigned.
Qualifications

Education

  • High School diploma or equivalent.
Experience
  • 1-2 years’ previous customer service experience, preferably in a call center environment.
Essential Skills
  • Solid customer service orientation.
  • Ability to identify issues and escalate to the appropriate contact.
  • Ability to manage time appropriately, work efficiently and semi-independently within a team oriented environment.
  • Ability to conduct routine analysis/research.
  • Solid detail orientation.
  • Strong verbal and written communication skills with the ability to explain procedures and processes to internal or external customers effectively.
  • Ability to work with sensitive data with professionalism and confidentiality.
  • Solid knowledge of MS office applications (Word, Excel, etc.).

Details

  • iconCustomer Service, BPO/SSC
  • iconEnglish
  • iconWarszawa, mazowieckie

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