Customer Support Associate

Convera • Santa Ana, CA

1d • Hybrid

About The Position

Are you passionate about providing a world-class customer experience? Do you want to unleash your potential for a global FinTech that is passionate about moving money for the better? Do you want to further your career in Financial Services?
If so, join Convera as a Customer Support Associate. Motivated by our values: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid.
In your role as Customer Support Associate, you will be:
Handling online requests from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
Channels: Cases, emails and phone calls occasionally.
Keying in transactions, sending customer communications and processing payments
Running, analyzing and providing reporting to internal and external clients
Working closely with our Front Office teams to provide our clients with unrivalled levels of customer service
Running daily controls to ensure smooth running of our day to day processing and working with other internal departments should any concerns arise
Adhering to compliance and regulatory requirements whilst delivering high level of customer service to our clients
You must be able to work well independently and as part of a team, be it in an office or remote environment
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.
Apply now if you’re ready to unleash your potential.

Requirements

• Experience in a busy team in a client facing function, within a financial services environment
• A passion for excellence in customer service and customer management along with proven track record for embedding this passion in team culture
• Excellent communication and listening skills with ability to network and build internal and external relationships at all levels.
• Excellent time management and attention to detail
• Proactive & not afraid to speak up should you see something you don’t think looks right
• Experience using MS Outlook, Excel, Word, PowerPoint and the internet.

Responsibilities

• Handling online requests from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Keying in transactions, sending customer communications and processing payments
• Running, analyzing and providing reporting to internal and external clients
• Working closely with our Front Office teams to provide our clients with unrivalled levels of customer service
• Running daily controls to ensure smooth running of our day to day processing and working with other internal departments should any concerns arise
• Adhering to compliance and regulatory requirements whilst delivering high level of customer service to our clients
• You must be able to work well independently and as part of a team, be it in an office or remote environment

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2-3 days in the office. Extra days will be required if we are having events.
• 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).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees