Customer Support Associate

Customer Support Associate (Contract 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. This customer support associate position is located in Santa Ana, Costa Rica. For this contract position, we are seeking a English speaking candidate who can work with our team and is available to work from 7:00am-4:00pm (Monday-Friday). The role is a hybrid position and requires 2 days a week in office and is a part of the student support team at Convera.

 You will be responsible for:

• 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.

You should apply if you have:

• Experience being a part of a busy team and 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 and effective time management skills.
• Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet.
• 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.

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).
• 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.