About this role
Specialist, Agent Support – Mexico City
Are you keen to unleash your potential in a global business that is redefining the financial services sector? Are you ready to unleash your potential in a global business that is committed to moving money for better? Are you interested in joining a globally diverse organization where our unique contributions are recognized and celebrated, allowing each of us to thrive? Then it’s time to join Western Union as a Specialist, Agent Support.
Western Union powers your pursuit.
This position is key for providing high-quality and timely service to our North America Bill Payment partners.
Role Responsibilities
Support the end-to-end biller operations and account management to provide a world class biller/partner experience to grow and retain revenue.
Act as a liaison between the majority of internal departments within Western Union and the Biller/customer to implement, identify, analyze, research, and resolve inquiries on all aspects of the business.
Provides customer satisfaction by thoroughly investigating and resolving issues and providing product advice related to their account – revenue protection.
Responsible for ensuring service quality and support objectives are consistent with strategic goals and standards.
Enhance service quality, ensure compliance with operating standards, and provide training to optimize service delivery and business growth.
Creates and maintains client profiles within the client relationship databases daily.
Completes and submits enrollment forms, contractual updates, and bank changes.
Has a deep and thorough knowledge of assigned clients’ configuration and understands their goals and needs.
Independently and successfully manages special projects, while maintaining a high level of performance in day-to-day tasks.
Maintains contact with Vertical Sales Representatives to strategize on maximizing individual account performance.
Manages many complex client accounts.
Serves as subject matter expert to peers in the business unit, shared services, and clients.
Role Requirements
Bachelor´s degree or be a student and at least 2 years of experience as an agent support specialist to understand the payments landscape.
Spanish and English fluent is mandatory.
Providing exceptional support and having handled and resolved client issues.
Excellent verbal and written communication skills. Exemplary attention to detail, and solid judgement/ critical thinking are required. You’re able to maintain long-standing relationships with our billers.
Able to effectively respond to questions from clients and internal/external partners.
Work comfortably in a highly complex environment.
We make financial services accessible to humans everywhere. Join us for what’s next.
Western Union is positioned to become the world’s most accessible financial services company —transforming lives and communities. We’re a diverse and passionate customer-centric team of over 8,000 employees serving 200 countries and territories, reaching customers and receivers around the globe. 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. You’ll have plenty of opportunities to learn new skills and build a career, as well as receive a great compensation package. If you’re ready to help drive the future of financial services, it’s 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 Mexico specific benefits include:
Grocery vouchers
2 personal days off
Special days for marriage
Christmas bonus (30 days)
24/7 Virtual Medical Assistance
Our hybrid work model
Western Union values in-person collaboration, learning, and ideation whenever possible. We believe this creates value through common ways of working and supports the execution of enterprise objectives which will ultimately help us achieve our strategic goals. By connecting face-to-face, we are better able to learn from our peers, problem-solve together, and innovate.
Our Hybrid Work Model categorizes each role into one of three categories. Western Union has determined the category of this role to be Hybrid. This is defined as a flexible working arrangement that enables employees to divide their time between working from home and working from an office location. The expectation is to work from the office a minimum of three days a week.
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.
#LI-Hybrid #LI-GGC
Estimated Job Posting End Date:
01-28-2026This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.
Other facts
About Western Union
Many know us as the most trusted way to send money to friends and family overseas and across borders, but we're much more than that.
Our talented teams around the world are building new ways to send, save and spend money. Wherever you are in the world, in whatever currency you choose, we're evolving our services to meet the demands of tomorrow.
We're here for what's next. When our teams make more financial services accessible to people everywhere, we help more people prosper, transforming lives and communities.
What you'll do
- The Specialist, Agent Support is responsible for providing high-quality service to North America Bill Payment partners, managing biller operations, and ensuring customer satisfaction. This role involves acting as a liaison between internal departments and clients to resolve inquiries and enhance service quality.
Ready to join Western Union?
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