This position is based in Warsaw, Poland. It’s hybrid model of work, which means you will have to combine working in the office and working from home

Who we are:

MoneyGram is a customer-centric, digital-first, cross-border money movement network. Through our strong culture of fintech innovation, we’re transforming the way consumers and businesses send and receive money in nearly every country around the world.
Thanks to our cutting-edge platform and strategic partnerships with some of the world’s leading brands, we are helping our millions of customers globally do more with their money through a comprehensive suite of digital and in-person products and services.
This is all made possible by our dedicated and diverse team of professionals around the world. If you’re ready for a career journey filled with exciting opportunities, come aboard and let’s drive the future of payments together at MoneyGram!

The Numbers:

• We serve over 50 million people every year in over 200 countries and territories
• We're a global team of over 2,000 from 36 countries around the world
• We process over $200 billion annually with digital transactions now making up about 50% of our money transfer business
  • We’re known for our strong culture globally, demonstrated by:
  • “Top Workplaces USA” award winner (three consecutive years in a row!)
  • One of the “Best Places to Work” in the Middle East
  • Winner of many regional awards, such as “Friendly Workplace in Poland” and “Top Workplace in DFW” by The Dallas Morning News

What you will contribute:

The Customer Service Representative B2B with Spanish (internally known as Business Partner Support Specialist) manages relationships with, and provides servicing support to MGI’s Business Partners, acts as the first point of contact for partner inquiries, and builds and maintains a positive image of the Company. The Business Partner Support Specialist ensures timely communications and resolution to Partners' inquiries, issues, and concerns. When necessary, the Specialist liaises with the appropriate department for resolution. The position supports the entire partner life cycle from on-boarding, day-to-day activities, and potentially through the termination process.

What you’ll do:

• Interfaces with the MGI partners as first point of contact and resolution owner in order to resolve partners’ inbound requests through all offered channels: phone, chat, email, etc.
• Acts as a single point of contact for agents during the troubleshooting process which may include but not limited to assistance with accounting, technical support, reporting, agent profile changes, transactability issues and trainings.
• Initiates outbound contact to partners when needed to understand any discrepancies, deliver and/or collect any required information.
• Follows up on issues until complete resolution; determines root cause of issues, identifies possible solutions, and agrees with the partner on a defined course of correction.
• Answers a variety of inquiries in regard to the use of a number of MoneyGram’s Point of sales applications by identifying procedures and following them to resolve issues.
• Assists Partners with making changes to the operation of the POS. This includes but is not limited to product configurations, software upgrades, setting changes.
• Partners with sales team to understand the agent’s needs, perspective, and challenges in order to ensure MGI competitiveness from a B2B Customer Service point of view.
• Liaises with different MGI departments as necessary to solve agents’ issues and ensure satisfaction.
• Assists with various projects and performs other duties as assigned.

ATTENTION:

• This role requires working with shifts, weekends, including late shifts (Until 3AM)
• In this role you will be entitled up to bonus based on performance.
• Evening hours bonus from 6PM between 9PM

What we’re looking for:

Education

• High School Diploma/GED or equivalent outside of US.

Experience

• 1-2 years’ experience preferred in account relationship management or customer service.

Essential Skills

• Strong customer service orientation.
• Ability to assess issues and provide direct initial advice or escalate to the appropriate contact.
• Ability to manage time appropriately, work efficiently and independently within a team-oriented environment.
• Strong verbal and written communication skills with the ability to explain procedures and processes to internal or external customers as well as team members effectively.
• Ability to address issues with diplomacy and tact.
• Solid detail orientation and problem-solving skills.
• Solid knowledge of MS office applications (Word, Excel, etc.).
• Ability to work on several systems/programs simultaneously.
• Ability to work under stress and time pressure.
• Knowledge of Oracle and Salesforce (preferred)
• Fluent in English and Spanish both spoken and written.

Why you will love working here:

Your future is in your hands.

When you start a career at MoneyGram, you join a talented and motivated team that builds the success of a trusted, global provider of innovative money transfer and payment services.

• Private Medical Care (VIP Luxmed package paid by us)
• Life and Accident Insurance (Generali package paid by us)
• Social Fund (granting allowances – Holiday, New Child on Board, School Starter Kit)
• Sharing the costs of sports activities (Multisport Card paid by us)
• Corporate products and services at discounted prices
• Retirement Pension Plan contribution (PPE Program)
• Employee Referral Program
• Employee Assistance Program
• Legal assistance and advisory for non-EU employees
• Work in a dynamic and truly international business services environment (our Warsaw workforce represents more than 46 languages and 57 nationalities)
• A chance to make a difference with various charity initiatives
• A discretional annual performance related bonus