Customer Support Associate

Convera

4h • 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.

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