Global Agents Specialist

DescriptionRia 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 classesWork-life BalanceGrowth OpportunitiesRia 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 : 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.