Chargeback Specialist, Digital Collections

Role Responsibilities 
 

As a Digital Chargeback Specialist within the Digital Collections team, this role is responsible for managing complex collection scenarios, supporting dispute and chargeback workflows, and leveraging analytical tools to enhance portfolio performance. The position contributes to digital-transformation initiatives, partner with cross-functional stakeholders, and plays a key role in optimizing end-to-end collections processes.

• Manage high complexity collection accounts, performing collections activities with accuracy, empathy, and strong negotiation skills.

• Serve as a subject matter expert in Digital Collections, Disputes, and Chargeback handling, ensuring timely and compliant resolution of cases.

• Analyze portfolio trends, perform root cause research, and build insights that drive operational improvements.

• Collaborate with Product, Risk, Compliance, Payments, and Finance teams to address process gaps and opportunity areas.

• Participate in process improvement and automation initiatives, including workflow optimization, system enhancements, and digital tool adoption.

• Maintain precise documentation and audit ready records across all collection and dispute processes.

• Lead or support projects aimed at reducing delinquency, improving digital engagement, and enhancing customer experience.

Role Requirements 

• Bachelor’s degree in Finance, Accounting, Business Administration, Economics, or a quantitative field (completed or in progress).

• Over 2 years of professional experience in chargeback resolution, collections (consumer or commercial), risk operations, disputes.

• English level C1 (verbal and written).

• Advanced Excel skills (Power Query, pivot tables, XLOOKUP, logical formulas, data modeling).

• Experience supporting or executing projects, operational enhancements, or digital initiatives.

• Strong analytical thinking, ability to interpret data, identify trends, and make data-backed decisions.

• Hands-on experience with at least one of the following is a strong plus: SQL or data querying, Power BI, Tableau, or other BI tools; Workflow or process automation tools or case management platforms (nice to have)

• Proven ability to work with ambiguity, prioritize in a fast-paced environment, and manage multiple workflows independently (nice to have)

• Strong ownership mindset, high accountability, and commitment to operational excellence.

• Availability to work from Monday to Friday, from 8:00 a.m. to 5:00 p.m. CST. May be adjusted at the discretion of the company.

Work Shift 
Western Union values in-person collaboration, problem solving, and ideation whenever possible. We believe this fosters common ways of working and supports how we execute initiatives for our customers. The expectation is to work from the office a minimum of three days a week. 

BENEFITS AND OTHER DETAILS 

Benefits 

You will also have access to short-term incentives, multiple health insurance options, accident and life 
insurance, and access to best-in-class development platforms, to name a few. Please see the benefits below specific to your country. If applicable, additional role-specific benefits will be mentioned during your interview process or in an offer of employment. 

Your Costa Rica specific benefits include:  

• “Asociación Solidarista” 

• In-house company doctor services 

• Transportation services options 

• Referral Program award 

• Cafeteria Discounts 

Other Details 

As part of the application process, all applicants are required to take assessments. Western Union has partnered with a 3rd party provider to administer these tests. Applicants will need to provide their name and email address in order to process the assessments. If you have any questions, you may reach out to careers@westernunion.com.  

We are passionate about honoring our employee's identity and fostering a feeling of belonging. Our commitment is to provide an inclusive culture that celebrates the unique backgrounds and perspectives of our global teams while reflecting the communities we serve. We do not discriminate based on race, color, national origin, religion, political affiliation, sex (including pregnancy), sexual orientation, gender identity, age, disability, marital status, or veteran status. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, following applicable laws.