Customer Support Associate

Customer Support Associate

The primary purpose of the Customer Support Associate is to provide internal support to the sales / operations group; may act as a liaison to client. Main responsibilities may include handling the administration of client transactions, pre / post-sales support, project / process management, daily banking, and other accounting and administrative functions. The individual will be required to have a thorough understanding and knowledge of the transaction process, risk management rules and policies, and other industry specific policy and procedures to support essential responsibilities.

Essential Job Functions :

• Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
• Provide transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
• Update cases and clients regularly, in accordance with agreed SLAs.
• Act as conduit (Bridge) between Sales, Client and Operations
• Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
• Offer support and advice to internal and external clients, responding to queries within agreed SLA.
• Deliver professionally constructed and factual email communications within agreed SLAs.

Experience and Qualifications

Technical Skills

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including :

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.

Apply now if you're ready to unleash your potential.