Morocco Job Openings

Western Union

Agent Support Specialist – Casablanca, Morocco

Casablanca

FULL TIME

September 26, 2024

Are you passionate about guiding and supporting Western Union stores and agent networks? Do you thrive in being the go-to expert? Western Union invites you to join us as a Agent Support Specialist.

Western Union powers your pursuit.

Your primary role will be to deliver seamless support to Western Union Retail Services locations, comprising our branches, master agents, and sub-agent networks. You'll be tasked with managing due diligence documentation for both prospective and existing WU Agents, offering innovative solutions to streamline operational processes and enhance the customer experience, thus driving business growth. This position involves coordinating with various internal and external teams to provide training to retail outlet WU agents and sub-agents, as well as managing upgrades, maintenance, and solutions as needed. Furthermore, you'll be instrumental in suggesting operational improvements to business leaders, ensuring they are both cost-effective and compliant.

Role Responsibilities

Ensure adherence to KYA/KYCC Recertification plans and meet performance goals by completing assigned cases.

Engage directly with Agent owners, Key Account Executives (KAE), and Regional Operations Managers (ROMs) to gather necessary information for KYA/KYCC recertifications.

Conduct regular meetings with Sales to monitor progress and address any potential issues impacting recertification plans.

Respond promptly to escalation emails.

Serve as Subject Matter Expert (SME) and primary point of contact for KYA/KYCC matters.

Provide training to internal and Agent employees as required.

Role Requirements

1-3 years of customer service experience.

Experience in Training & Quality Analysis, with the ability to track and report progress on set deliverables.

Background in Marketing, Compliance Management, or Process Improvement preferred.

Bachelor’s degree required.

Strong proficiency in English is mandatory. Fluency in a second language is preferred.

Excellent verbal, written, and listening skills.

Ability to maintain schedules and proactively follow up with internal and external stakeholders.

Analytical mindset with the ability to learn computer systems quickly.

Intermediate Excel skills and familiarity with the Microsoft Office package.

Strong attention to detail and the ability to multi-task and work independently.

Demonstrated critical-thinking, problem-solving, and goal-setting skills.

Experience in eliciting, analyzing, and documenting requirements with minimal support.

Ability to build relationships across all organizational levels.

Strong customer service and communication skills to establish collaborative relationships with Agents.

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. 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. 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 Morocco specific benefits include:

26 days annual leave – plus 14 public holidays

Comprehensive life & medical cover – including dependents

Pension plan

Comprehensive corporate benefits

Heavily discounted Gym Membership

Luncheon Vouchers

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 at least 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.

Estimated Job Posting End Date:
10-31-2024This 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.

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