Customer Support Associate

Convera • Santa Ana, CA

20h • Hybrid

About The Position

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.

Requirements

• Experience of a busy team in a client-facing function within the financial services sector
• A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture
• Ability to lead by example and deliver service excellence to customers
• Maintain and exceed targets and meet tight deadlines
• Able to identify own development areas and training needs
• Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
• Highly driven, with strong desire to succeed
• Analytical capacity and innovative problem-solving skills
• High degree of professionalism, with a confident, assertive style
• Team player
• Effective time management skills
• Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet
• Solid computer skills with ability to use MS Excel, Word, PowerPoint and the Internet
• Ability to identify and implement ways of improving efficiency
• Knowledge of the Convera products, payment flows, services and end to end operational processes (Middle and Back Office).
• Skills in managing issue escalation and resolution activities to ensure a consistently responsive service to Clients
• Communication, listening and influencing skills with a professional and confident style
• Ability to engage and motivate others to deliver service excellence to Clients
• High degree of self-motivation
• Ability to meet deadlines/sense of urgency
• Strong team player
• Networking skills to build internal/external relationships

Responsibilities

• 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.
• Being proactive and responsible for client queries.
• Actively take part in telephone training & apply appropriate feedback.
• Maintain and develop best practice as well as sharing best practice across the teams.
• Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
• Adhere to compliance and regulatory requirements
• Achieve 95% or above on QA for customer contacts
• Build knowledge of the relevant payment platform to enable comprehensive response to queries

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 days in office
• 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