The Customer Experience Specialist plays a key role in resolving transactional issues by collaborating with MoneyGram’s internal teams and external partners.

This position provides timely and accurate support for escalated cases, including rejected payments, transaction holds, and refund requests.

The Specialist serves as a liaison through inbound and outbound communications to collect missing information, correct transaction details, and confirm successful fund delivery. By fostering strong relationships with partners and customers, the Specialist contributes to a consistently positive customer experience.

This role ensures high-quality service delivery by adhering to established procedures and maintaining thorough documentation of resolution outcomes. The Specialist remains up to date on product guidelines and system updates to accurately manage a wide range of transaction types.

Additionally, the position supports internal teams by sharing actionable insights from customer and partner interactions, helping to enhance service consistency and drive operational improvements.

What you’ll do:

• Resolve escalated transactions through internal and external partner collaboration.
• Contact customers to collect data, correct transactions, and confirm fund delivery as needed.
• Deliver high-quality service and document resolutions in line with procedures.
• Maintain expertise in systems and processes to manage diverse transaction types.
• Share actionable insights to support teams and improve service consistency.
• Collaborate across channels to resolve issues efficiently and accurately.

What we’re looking for:

Education and Experience:

• Higher education.
• 1–2 years of customer service experience, preferably in a financial services environment.

Essential skills:

• Strong customer focus with the ability to manage sensitive issues professionally.
• Excellent verbal and written communication skills.
• Fluency in English required; additional languages are a plus.
• Proven ability to manage time effectively and work independently within a team setting.
• High attention to detail and commitment to following procedures accurately.
• Solid analytical and research capabilities.
• Demonstrated ability to handle confidential information responsibly.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Quick learner with the ability to adapt to new systems and tools.

About MoneyGram

MoneyGram International, Inc. is a global financial technology leader, empowering consumers and businesses to send and manage money across over 200 countries and territories. With an industry-leading app and one of the world’s largest cash distribution networks, MoneyGram processes more than $200 billion annually, serving over 50 million people. A pioneer in blockchain technology, the company enables customers to buy, sell, and hold digital currencies, with over 50% of transactions now digital. Headquartered in Dallas, Texas, MoneyGram is celebrated for its strong culture, earning the Top Workplaces USA award three years in a row.

Location: Poland – Warsaw