Senior Specialist, Wallet Operations at Western Union · Sydney

Senior Specialist, Wallet Operations Location: AUS - Sydney - Australia Square Role Responsibilities Senior Specialist, Wallet Operations – Sydney, Australia As a Senior Specialist, Wallet Operations, you will work closely with the operations team to support end to end wallet operations that keep both the business and customers moving. This is a highly hands on, execution focused role where you’ll be actively involved in the day to day running of wallet and card services, monitoring transactions, supporting funding and withdrawal flows, and ensuring supporting operational processes run smoothly and accurately. You’ll assist with customer exceptions and escalations, working through transaction issues, failed payments, disputes, operational errors, and the monitoring and handling of overdrawn wallet accounts in line with applicable regulatory requirements and control standards. Where required, you will engage directly with customers to explain account positions, gather information, and support resolution in a fair and appropriate manner, partnering closely with Customer Support Operations to deliver timely and effective outcomes. In this role, you’ll support the production and maintenance of operational reporting, help identify trends and recurring issues, and escalate risks or control gaps in line with established procedures. You’ll operate within defined risk and compliance frameworks, assisting with the provision of operational data and insights as required. You’ll also contribute to continuous improvement activities by supporting updates to processes and documentation, and assisting with automation initiatives aimed at reducing manual effort and improving efficiency. You’ll work closely with Customer Support and Operations teams to help resolve operational issues and support positive outcomes for both customers and the business. Role Requirement This role is well suited to someone with 3+ years’ experience in fintech or financial services operations, payments, or banking, with a working understanding of digital wallets, card payments, transaction flows, reconciliations, and operational controls. You’ll bring strong attention to detail, a process driven mindset, and confidence working in operational systems, reporting tools, and case management platforms. Clear communication skills and the ability to work collaboratively across teams are essential. This is a senior specialist, individual contributor role for someone who enjoys being close to the detail, solving operational problems, and supporting end to end payment experiences for customers. 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 Australia specific benefits include: Life / Accident Coverage Superannuation Plan Paid Time Offs Employee Wellness Global Recognition and Rewards Programs 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. #LI-HR1 #LI-Hybrid Estimated Job Posting End Date: 05-15-2026 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.