Compliance Customer Service Representative - Madrid, Spain

Do you thrive on working in an environment where the customer is your top priority? Are you a tenacious problem solver? Are you interested in joining a brand-new team, and a business that’s on the move? If so, then it’s time to join Western Unions’ new Digital Banking Hub.

Western Union powers your pursuit.

Our overall objective when serving customers is to provide excellent service with empathy, quality, and speed. Some of the issues our customers encounter require more specialized expertise to deliver on these 3 attributes. The main purpose of this role is to be the voice and face of Western Union for specialized issues our customers face related to risk and compliance. Reporting to the Customer Care Supervisor we’ll look you to:
Role Responsibilities
- Serve as a rapid response compliance professional who quickly diagnoses and resolves compliance-related matters that customers encounter during onboarding and their ongoing usage of our digital banking product.



It requires targeted problem-solving to diagnose issues and see patterns across customers. This will cover a broad range of compliance and risk topics, including:
- KYC and Transaction Monitoring;
- Fraud detection, prevention, and resolution.
- Create a feedback loop with risk and compliance 2nd line teams so that the voice of the customer flows back to policies and procedures, and relevant changes.
- Develop (and evolve) procedures and playbooks for how the most common customers' challenges related to risk and compliance are solved.
- Provide expert input to Tier 1 Customer Service Representatives so they can be as specific and prescriptive as possible when reaching out to customers. This will be an important balance of customer-friendly communications with topic-specific information to help customers understand how their problem is solved.
- Handle inbound calls and messages.
- Take decisions with a certain level of autonomy.

Role Requirements

📌 Compliance Customer Service Representative (Madrid)
🏢 Western Union
📍 Madrid