Convera is seeking a Customer Support Associate. In this role, you will provide internal support to the sales/operations group and may act as a liaison to clients. Your 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. You will need a thorough understanding of the transaction process, risk‑management rules and policies, and other industry‑specific procedures.
You will be responsible for
* Handling incoming telephone calls and emails from internal and external customers regarding pre‑ and post‑payment queries, in accordance with agreed SLAs and quality standards.
* Ensuring that all relevant information is input accurately and completely into SFDC and updated each time an action is carried out relating to that client.
* Providing transaction monitoring, frequent reporting, or serving as a dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
* Updating cases and clients regularly, in accordance with agreed SLAs.
* Acting as a conduit between Sales, Clients and Operations.
* Maintaining focus on personal and team goals; ensuring all incoming calls are handled within SLAs and all agreed call‑back timeframes to customers are adhered to.
* Offering support and advice to internal and external clients, responding to queries within agreed SLA.
* Delivering professionally constructed and factual email communications within agreed SLAs.
You should apply if you have
* Experience working in a client‑facing role with a professional telephone manner and the ability to develop rapport with external customers; excellent written and verbal communication skills and the ability to ask probing questions to understand customer needs.
* Experience working in a high‑volume service delivery environment (desirable), with the ability to work under pressure and meet deadlines and a high sense of urgency.
* Experience working with Financial Services (desirable).
* Ability to navigate a computerized data entry system and familiarity with office productivity tools such as MS Office.
* Ability to handle objections and complaints.
* High degree of accuracy, attention to detail, and self‑motivation.
* Strong team player.
* Ability to identify and implement ways of improving efficiency.
* Ability to deal effectively with all people in a variety of roles, build and maintain supportive relationships with key business contacts, and forge relationships with key stakeholders within the business.
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 to educational institutions, financial institutions, law firms and NGOs.
Our teams care deeply about the value we bring to our customers, which makes Convera a rewarding place to work. 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
* Market‑competitive salary
* Great career growth and development opportunities in a global organization
* A flexible approach to work
* Generous insurance (health, disability, life)
* Paid holidays, time‑off, and leave policies for life events (maternity, paternity, adoption)
* Paid volunteering opportunities (5 days per year)
There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform B2B payments. Apply now if you’re ready to unleash your potential.
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