Payment Support Associate

Convera•Santa Ana, CA

21d•Hybrid

About The Position

The Payment Support Associate at Convera is responsible for supporting the Payments NAM team in ensuring the delivery of outstanding customer service & quality in accordance with Service Level Agreements. ESSENTIAL DUTIES & RESPONSIBILITIES: Responsibility: Monitor and manage case flow through ECM to ensure SLAs are consistently met. Handling of incoming telephone calls and emails from both Internal and External Customers in relation to pre-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. Act as bridge between Sales, Client and Operations Communication: Maintain effective relationships with Operations, Support, Dealing, Relationship Management and Account Management teams to maximize and sustain service quality for all customers. Mains 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. Engage team lead if faced with and challenges or barriers Quality: Being proactive and responsible for client queries. Act as a SME in regard to call/ email/ case work quality Maintain and develop best practice as well as sharing best practice across the teams. Ensure accurate and timely records in ECM for all customer interactions. 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 Development: Take ownership of and undertake objectives Complete all assigned training within allocated timeframe Implement and carry out GPS goals Take ownership alongside team leader of personal development opportunities Identify any areas of shortfall in knowledge or training which when addressed will improve the ability to provide exceptional customer service Reporting: Use ECM reporting tools to ensure updates on cases outside the team Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an ad-hoc basis and more regularly where agreed. Manage periodic reporting for Special Handling clients. Escalation: Take personal responsibility for preventing potential financial loss to Convera and ensure the correct escalation process is always followed TL looped in with any client issues or complaints Concerns should be highlighted immediately to minimize any retention risks Fraudulent Payments identified must be escalated to the manager. You are the first point of contact in regard to any escalations from clients or dealers

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
Ability to influence others to a desired outcome
Highly driven, with strong desire to succeed
Analytical capacity and innovative problem-solving skills
High degree of professionalism, with a confident, assertive style
Desire to exceed personal and team targets
Team player
Build and maintain supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business
Effective time management skills
Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet

Responsibilities

Monitor and manage case flow through ECM to ensure SLAs are consistently met.
Handling of incoming telephone calls and emails from both Internal and External Customers in relation to pre-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.
Act as bridge between Sales, Client and Operations
Maintain effective relationships with Operations, Support, Dealing, Relationship Management and Account Management teams to maximize and sustain service quality for all customers.
Mains 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.
Engage team lead if faced with and challenges or barriers
Being proactive and responsible for client queries.
Act as a SME in regard to call/ email/ case work quality
Maintain and develop best practice as well as sharing best practice across the teams.
Ensure accurate and timely records in ECM for all customer interactions.
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
Take ownership of and undertake objectives
Complete all assigned training within allocated timeframe
Implement and carry out GPS goals
Take ownership alongside team leader of personal development opportunities
Identify any areas of shortfall in knowledge or training which when addressed will improve the ability to provide exceptional customer service
Use ECM reporting tools to ensure updates on cases outside the team
Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an ad-hoc basis and more regularly where agreed.
Manage periodic reporting for Special Handling clients.
Take personal responsibility for preventing potential financial loss to Convera and ensure the correct escalation process is always followed
TL looped in with any client issues or complaints
Concerns should be highlighted immediately to minimize any retention risks
Fraudulent Payments identified must be escalated to the manager.
You are the first point of contact in regard to any escalations from clients or dealers

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).

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