Overview
Convera is seeking a Customer Support Associate in Peterborough, England, United Kingdom. The role provides internal support to the sales/operations group and may act as a liaison to clients. Main responsibilities include handling the administration of client transactions, pre/post-sales support, project/process management, daily banking, and other accounting and administrative functions. A thorough understanding of the transaction process, risk management rules and policies, and other industry-specific policy and procedures is required.
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 SLAs and quality standards.
* Inputting all relevant information into SFDC accurately and updating it each time an action is completed for that client.
* Providing transaction monitoring, frequent reporting, or acting as a dedicated point of contact for agreed clients as directed by the Customer Support Team Leader.
* Updating cases and clients regularly in line with SLAs.
* Acting as conduit between Sales, Client and Operations.
* Maintaining focus on personal and team goals; ensuring all calls are handled within SLAs and callbacks are adhered to.
* Offering support and advice to internal and external clients, responding within SLA.
* Delivering professionally constructed and factual email communications within SLAs.
You Should Apply If You Have
* Experience in a client-facing role with professional telephone manner and ability to build rapport; excellent written and verbal communication; ability to ask probing questions to understand customer needs.
* Experience in a high-volume service delivery environment (desirable). Ability to work under pressure and meet deadlines with a high sense of urgency.
* Experience in Financial Services (desirable).
* Ability to navigate a computerized data entry system and familiarity with MS Office.
* Ability to handle objections and complaints.
* High accuracy, attention to detail and self-motivation.
* Strong team player with ability to identify and implement ways to improve efficiency.
* Ability to build and maintain 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. Convera serves more than 30,000 customers including small businesses, enterprise treasurers, educational institutions, financial institutions, law firms, and NGOs. We foster a diverse, inclusive culture and are building a growth-minded team in an innovative environment.
Benefits
* 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
* Paid volunteering opportunities (5 days per year)
Apply now if you’re ready to unleash your potential.
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