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Global Agents Specialist

Global Agents Specialist

Ria Money Transfer (Dandelion)Santiago de Querétaro, QUE, MX
Hace 10 horas
Descripción del trabajo

Description

Ria Money Transfer , a business segment of  Euronet Worldwide, Inc.  (NASDAQ : EEFT), delivers innovative financial services including fast, secure, and affordable global money transfers to millions of customers along with currency exchange, mobile top-up, bill payment, and check cashing services, offering reliable omnichannel experience. With over  600,000 locations  in nearly  200 countries and territories . Our purpose remains the same : to open ways for a better everyday life, one customer, one family, one community at a time .

We believe we can create a world in which people are empowered to build the life they dream of no matter who they are or where they are. One customer, one family, one community at a time.

ABOUT THIS ROLE

The Global Agents Specialist is part of the Operations Support Department and plays a pivotal role in ensuring the seamless execution of Domestic Transfers and Bill Payment Support services within the United States market . This position is responsible for monitoring transactions, validating documentation, resolving incidents, while providing efficient and professional support to agents, agencies, processors, and customers.

As a  Global Agent Specialist , you will report directly to the  Operations Support Supervisor .

The role requires bilingual proficiency (English and Spanish) , strong attention to detail, the ability to work under pressure, and excellent communication skills to interact effectively with internal teams and external partners.

ROLES & RESPONSIBILITIES

Customer & Beneficiary Support

  • Assist agents, customers, and beneficiaries with inquiries related to domestic transfers and bill payments within the U.S.
  • Provide accurate information regarding transaction status, available agencies, schedules, and cashing limits.
  • Validate Proofs of Payment (POPs) ensuring order number, beneficiary details, valid ID, expiration date, and signatures are correct.
  • Apply security questions and recognize suspicious behaviors during calls to prevent fraud attempts.
  • Handle high call volumes (inbound, outbound, transferred) with efficiency.

Transaction Management

  • Process and validate domestic transfers such as Cancel & Resend, Mark Paid, Refunds, and Unpaid cases.
  • Monitor the correct processing of bill payments in internal systems.
  • Incorporate new companies (billers) into the catalog, coordinating with processors, request onboarding, perform payment testing, and ensure proper integration.
  • Detect, replicate, and resolve transaction errors or discrepancies, ensuring full traceability of actions in internal systems.

    • Operational & Agent Support

  • Coordinate directly with paying agencies to resolve disputes or incidents related to incorrect payments.
  • Manage catalog updates in our internal system : nicknames, logos, mapping of new billers, and verification of disabled companies.
  • Issue alerts and send communications regarding system outages, processing errors, or fraud scenarios.
  • Utilize internal tools to identify, prevent, and report suspicious or fraudulent transactions, ensuring timely escalation to Compliance.
  • Support internal teams and agents with requirements for domestic services.

    • Administrative Tasks

  • Accurately document all customer and agent interactions in internal systems.
  • Draft and send fraud investigation reports with full supporting evidence to Compliance and Operations Leadership.
  • Maintain proper records of POP investigations, fraud prevention checks, and escalations.
  • Ensure all escalations and resolutions are properly recorded in transaction notes to guarantee full traceability.
  • Respond promptly to emails, Zendesk tickets, and chats in both English and Spanish.

    • Flexibility & Adaptability

  • Perform additional duties as assigned to meet operational needs.
  • Adapt quickly to peak call volumes, extended hours, weekends, and mandatory overtime.
  • Support cross-functional initiatives, contributing to process improvements and efficiency projects.
  • Participate in cross-training across both Domestic Transfers and Bill Payment Support processes to ensure business continuity.

    • POSITION REQUIREMENTS

  • High School Diploma  or  General Education Degree (GED)  required. University studies in Business, Finance, or related fields are a plus.
  • Fluent in English and Spanish  (both written and verbal).
  • 1–2 years  of experience in customer service or operations.
  • Previous experience in  money service businesses  is a plus.
  • Proficiency in  Excel  and familiarity with  chat systems .
  • Strong  knowledge of internal systems or similar platforms : FxOperations, FxClient, FxPortal, Zendesk, Right Fax.
  • Excellent phone etiquette and ability to manage multiple cases simultaneously under pressure.
  • Ability to work under pressure and manage multiple cases simultaneously.
  • Ability to work effectively within a  team-oriented environment.
  • Strong analytical and problem-solving skills.
  • Flexible working  extended hours ,  weekends , and  overtime as needed.
  • Overtime is mandatory during high-demand seasons .

    • PERKS & BENEFITS

  • Competitive salary.
  • 5% food vouchers.
  • 30 days Christmas bonus.
  • 15 days of initial vacation.
  • Life insurance.
  • Mayor Medical Insurance.
  • Free access to our Gym.
  • Free English and French classes
  • Work-life Balance
  • Growth Opportunities

    • Ria Money Transfer  is an  equal opportunity employer . We celebrate diversity and are committed to creating an inclusive environment for all employees.

    Check out our website to learn more about the company at :   www.riamoneytransfer.com

    The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company’s right to assign or reassign duties and responsibilities to this job as needed.

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    Global Specialist • Santiago de Querétaro, QUE, MX