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Operations Oversight Analyst

Employer
Moneygram
Location
Warszawa Warszawa, mazowieckie mazowieckie, PL
Salary
Competitive
Closing date
Nov 26, 2021

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Job Role
Other
Sector
Finance
Contract Type
Permanent
Hours
Full Time
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MoneyGram is a leading global financial technology company that provides innovative money transfer and payment services to millions of consumers around the world.
MoneyGram products and platforms leverage cutting-edge technologies such as biometrics, artificial intelligence and distributed ledger technology to offer consumers a fast, secure and convenient financial connection to family and friends around the globe.
Whether it's through the MoneyGram mobile app, MoneyGram.com, or any one of MoneyGram's thousands of agent locations in more than 200 countries and territories, we connect consumers any way that is convenient for them.
MoneyGram leads the industry in compliance and is the only money transfer provider that requires customer ID for every transaction. We can proudly say no one else in the industry is as committed to protecting our customers as MoneyGram.Operations Oversight Analyst Workplace: Warszawa
134472
Job Summary

The Operations Oversight Analyst is responsible for performing basic oversight duties on transactional operations executed by different levels of business within the Global Contact Center (GCC). The Analyst will utilize their experience in the oversight area to report process improvements to enhance the experience of the consumer and the effectiveness of GCC representatives in the oversight area.

Primary Responsibilities
  • Reviews transactional/case notes and/or listens to call inquiries handled by GCC representatives within the oversight area.
  • Evaluates whether dedicated procedures and guidelines were followed correctly and identifies possible enhancements that would benefit both existing processes and experiences.
  • Performs evaluations on transactional operations in the oversight areas, verifying whether GCC representatives followed given procedures; may be evaluating for the same GCC's Supervisors and QA Analysts.
  • Reviews procedures for potential improvements and shares or presents these to the team members on more seniority positions.
  • Shares or presents feedback and observations from evaluated areas with team members in positions with more seniority; shared input is then used to create knowledge checks and refreshers for representatives in oversight areas.
  • Performs other duties as assigned.
Education
  • Any combination of relevant education and experience and/or related professional designations/certifications in this field are highly desirable.
  • Minimum Required: BA/BS.
Experience
  • 1+ years of experience in money service business or banking environments and familiarity with various financial products (preferably including but not limited to AML and Fraud areas).
Essential Skills
  • Solid professional written and verbal communication skills.
  • Excellent decision-making/problem-solving skills.
  • Proven high quality customer service skills.
  • Proven time management skills.
  • Works independently with minimal guidance.
  • Ability to adapt to changing work environment.
  • Strong analytical skills and demonstrated ability to use standard analytical tools (MS Office).
  • Has in-depth experience, knowledge and skills in own job family.
  • Strong research and challenging service issue resolution.
  • Bi-lingual/multilingual language skills - preferred.
  • Willingness to work from 10 a.m. to 6 p.m.
  • Knowledge of domestic and international high-risk countries, jurisdictions and corridors.
  • Ability to effectively present findings and propose recommendations.
  • Ability to recognize when matters require escalation to senior personnel or management.
  • Usually determines own work priorities and acts as a resource for colleagues with less experience.
  • Applies knowledge and skills to a wide range of standard and non-standard situations.
We offer
  • Opportunity to grow in a friendly and international working environment.
  • Opportunity to gain expertise in accordance with your strengths and skillset.
  • Private medical healthcare (LuxMed)
  • Life insurance (Generali)
  • Multisport card
  • Social fund
  • Holiday allowance
  • Occasional packages for employees and children
  • Access to a wide variety of e-learning trainings, both in your field and for personal development.
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