Role Requirements 

In this role, you will operate within the Know Your Customer team (KYC) of the Global Operations organization. As a KYC Specialist, you will play a pivotal role in investigating customer cases requiring enhanced due diligence. This includes reviewing and understanding the customer behavior, their relationship with counterparties, economic profile, as well as identification and resolution of any potential suspicious activity.   

• Approximately 70% to 80% of this role is dedicated to conducting customer interviews via inbound and outbound calls to gather information about their use of Western Union services.

• Follow prescriptive guidelines and company procedures regarding enhanced customer due diligence investigations. 

• Perform in-depth analysis of customer activities that undergo enhanced due diligence. 

• Investigate and research the alerted activity using Western Union systems, public and non-public available databases and records and form further actions for the customer, which can include approval, interdiction, request for an interview, request for additional information and/or documents, if necessary. 

• Formulate reasonable explanation for the flagged activities, considering pertinent factors such as customer economic profile, relationship with associated counterparties and purpose for money transfers. 

• Make independent case decisions based on company policies and procedures. Clearly document findings and the rationale behind decisions made on each case. Escalate specific cases to Western Union stakeholders or other investigative groups as applicable. 

• Actively contribute to the team's knowledge base by sharing insights and experiences. 

• Support the AML Compliance team to ensure adherence to compliance requirements by identifying typologies and possible suspicious activities.

• Contact customers through outbound calls to obtain any additional information or documentation needed to support the review process.

Role Requirements 

• Fluency in English and Spanish languages.

• Bachelor's degree or equivalent job experience in the financial services industry is preferred.

• Minimum of 1 year of experience in AML compliance, fraud prevention, and financial crime investigations, demonstrating strong knowledge of AML typologies, KYC requirements, customer due diligence practices, financial risk monitoring, and the investigation and escalation of potentially suspicious customer and transactional activities.

• Minimum of 1 year of experience in customer-facing roles, with extensive experience conducting customer interactions over the phone, managing inquiries, gathering information, and providing timely and effective resolutions while maintaining a high standard of service.

• Demonstrated strong analytical, investigative, and problem-solving skills and high attention to detail. 

• Ability to identify compliance risks and escalate when appropriate. 

• Working knowledge of MS Office, especially strong MS Excel skills. 

• Experience making independent work-related decisions following company policies and procedures. 

• Strong Knowledge of AML compliance - risks, typologies, and red flags. 

• Team player with strong collaborative skills. 

• Ability to interview customers when necessary. 

• Ability to work with a high level of autonomy. 

• Experience in conducting public database research. 

• Strong written and verbal communication skills.  

• Flexibility to work 8-hour shifts between 11:00 PM and 9:00 AM (Manila time), according to business needs, with assigned schedules varying within this range.

Workplace Option

HYBRID - 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 Philippines specific benefits include:

• This specific role is eligible to receive conditional Spanish language allowance

• Paid sick leave and vacation leave.

• Health card (HMO) coverage from day 1 of employment – dependents can be covered, subject to the insurer’s review of eligibility.

• Unique incentive program.

• Hybrid working arrangement.

Other Details
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.

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Estimated Job Posting End Date:

This application window is a good-faith estimate of the time that this posting will remain open. This posting will be promptly updated if the deadline is extended or the role is filled.