Partner Servicing Analyst with Spanish

MoneyGram is a leading global financial technology company that provides innovative money transfer and payment services to millions of consumers around the world.
MoneyGram products and platforms leverage cutting-edge technologies such as biometrics, artificial intelligence and distributed ledger technology to offer consumers a fast, secure and convenient financial connection to family and friends around the globe.
Whether it’s through the MoneyGram mobile app, MoneyGram.com, or any one of MoneyGram’s thousands of agent locations in more than 200 countries and territories, we connect consumers any way that is convenient for them.
MoneyGram leads the industry in compliance and is the only money transfer provider that requires customer ID for every transaction. We can proudly say no one else in the industry is as committed to protecting our customers as MoneyGram.

Partner Servicing Analyst with SpanishNumer ref.: 133102

Job Summary
The Partner Servicing Analyst I administers the financial relationship with MGI’s partners as the single point of contact and is responsible for supporting management in daily tasks, working on escalated issues and handling the relationship with other departments. Additional responsibilities include assisting with training, support, and coaching the team on company products, systems and processes to ensure the team`s full awareness of processes as well as coordinating appropriate actions within the team. The Partner Servicing Analyst I provides world-class Anti-Money Laundering, Fraud Prevention and Point-of-Entry (POE) Product training to agent partners via appropriate training mediums, including e-learning, teleconference, and virtual instructor-led technologies. The position supports the partner life cycle from on-boarding, changes in the relationship, and through termination of a partner.

Primary Responsibilities

• Manages the relationship with MGI Partners; acts as a role model when answering agent inquiries.
• Assists with coordination of projects, partnering with different MGI departments for improving the agent’s experience and the ability to solve agent issues; participates in meetings on behalf of the team.
• Acts as a single point of contact for Agents for the whole servicing and training process that includes equipment shipping, AML and Fraud Prevention training, products training, compliance documents collection and verification.
• Coordinates all internal functions within various departments necessary to complete the training process; ensures all issues relating to the training process are addressed and conducts root cause analysis of met issues to provide recommendations based on procedure and processes.
• Acts as first point of contact/escalation for colleagues, supporting them in handling complex issues, and assisting with resolution.
• Regularly checks agent’s activities in the LMS system to monitors the progress of training process.
• Performs other duties as assigned.