Customer Support Associate

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 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

We are located in our Santa Ana office, Forum II. You will be responsible for being our first point of contact for our internal and external customers, looking for first contact resolution or redirecting the customer to the proper support group for further assistance. 

In your role as Customer Support Associate, you will be:

• Handling of incoming calls, emails and contacts through service center from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Ensuring all relevant information is input accurately and completely on internal tools and it is updated each time an action is carried out relating to that client.
• Updating cases and clients regularly, in accordance with agreed SLAs.
• Acting as a bridge for the customer to redirect as needed to look for first contact resolution.
• Working on cases such as resetting customer's password, setting up new users, managing past due payments and overdue contracts, liaising with customers and internal departments regarding post payment queries, keying workaround orders as appropriate. 
• 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

You will ideally have:

• Experience in a busy team in a client facing function/customer service role, preferably 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
• Critical thinking to work on customer's behalf, looking for first contact resolution
• Team mindset to step in and help others as needed
• Adaptability to fast-paced environments
• Experience using MS Outlook, Excel, Word, PowerPoint and the internet.
• Schedule flexibility to swap schedule as per business needs (Target Schedules: Sunday to Thursday, from 1:30pm to 8:30pm OR Sunday to Thursday, from 2:30pm to 9:30pm)

Preferred qualifications:

• 2+ years of experience in a client facing function/customer service role
• Ability to navigate across multiple systems
• High degree of self-motivation
• Comfortable in ambiguous environments
• Advanced communication skills to develop rapport, de-escalate frustrated customers and interact with internal relationship managers

  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 to educational institutions to financial institutions to law firms to NGOs.

  Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. 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.

  We offer an abundance of competitive perks and benefits including:

  • Market competitive monthly gross salary.
  • Opportunity to earn an annual bonus (based on role level)
  • Great career growth and development opportunities in a global organization
  • Generous insurance (health, disability, life)
  • Hybrid mode (2 days at the office) Monday and Tuesday.
  • Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
  • Paid volunteering opportunities (5 days per year)

  There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.

  Apply now if you’re ready to unleash your potential.