Customer Support Associate

hace 7 meses

Santa Ana, Costa Rica Convera A tiempo completo

**Costumer Support Associate/Collector**

**You will be responsible for**:
**Outstanding Invoices -50% of the time**
- Daily monitoring of outstanding invoices.
- Thorough investigation before contacting the customer.
- Intellimatch / Sales Force updated with contact made and conversation around outstanding's.
- Daily reporting to the GTM team and Operations Management.
- Any trends highlighted and raised with relevant Account owner.
- Errors made by Convera escalated to line manager with potential impact to the business highlighted.
- Monthly invoicing and chasing of outstanding fees. Reports filtered to show fees outstanding, invoices raised,
- Intellimatch / Sales Force updated within agreed timescales to ensure all notes are current and can be reviewed by anyone.

**Ensure that the service needs/requirements of the business and the customer are met
- 100% of the time.**
- Right first-time culture.
- Take ownership of role.
- Prioritize urgent requests.
- Attend departments where needed in a timely manner and offer support to meet company SLA's.
- Know all our priority clients in depth and any specific tasks for these.
- Become an expert in all departments' work ethics.

***Case Management-48% of time**
- SFDC cases are raised where appropriate.
- Ensure all case notes are comprehensive and accurate.
- Monitor case queue for responses and action immediately.
- Escalating trends were applicable to aid resolution.

**Ensures that control is maintained over all tasks and risks are mitigated
- 2% of time.**
- Participate in the compiling and maintenance of department procedures.
- Attending BCM testing where necessary ensuring awareness of plans and procedures should an event take place.
- Knowledge in this type of role; banking, accounting, finance.
- High degree of self-motivation.
- Excellent communication, analysis and listening skills.
- High level of resilience
- Ability to meet deadlines/high sense of urgency.
- Ability to lead by example and motivate team to deliver service excellence to customers.
- Team player
- Coaching, developing and motivation skills in a team environment.
- Ability to identify and implement ways of improving efficiency.
- Networks to build internal relationships.
- Ability to deal effectively with all types of people, build and maintain supportive relationships with key business contacts, including the forging of relationships with key stakeholders within the business.
- Effective time management skills including the ability to influence others to a desired outcome.

**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)
- Hybrid mode, 2 days at the office, Monday, and Tuesday.
- Shift: 8:00-5:00pm, days at the office 7:00-4:00pm

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.

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