job
Polonia, WarsawPolonia, Warsaw

MoneyGram International

Fecha de publicación 04.04.2024

Business Partner Support Specialist with Spanish

Description

Job Summary

The 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.

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


Primary Responsibilities

  • 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.

• Shift work may be required.

Qualifications

Education

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

Experience

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

Candidates without experience welcomed!

Essential Skills

• Fluent in English both spoken and written.

• Fluent in Spanish both spoken and written.

• 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).

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