Customer Support Specialist

hace 7 meses

Santa Ana, Costa Rica Convera A tiempo completo

The role of the Senior Specialist, Client Services is to facilitate a positive journey for clients through the efficient and timely provision of resolving pre
- and post-transaction queries including settlement ultimately driving client satisfaction and retention.
Acting as a senior team member this role acts as the first point of escalation for the team, trains, and coaches' new starters, and deputizes for the team leader in their absence.
The Senior Specialist supports and encourages clients in using online digital tools and identifies opportunities for upsell, working closely with the Sales team.

**Responsibilities**:
Duty/Responsibility Percentage of Time
- Resolve multi-channel client transaction queries, providing answers immediately where possible and escalating to Sales and Credit teams when required
- Utilize business and product knowledge to identify upsell opportunities to refer to Sales teams, to meet additional client needs and increase revenue
- Support and encourage clients to utilize digital platforms, by demonstrating the functionality of online tools and explaining the benefits
- Adhere to agreed SLAs and KPIs
- Delivers high quality, consistent interactions
- Is the first point of contact for team client escalations to share expertise and develop the team and escalates appropriately
- Managing case, and communication deadlines to contribute to client experience.Triage client inquiries, translating into service actions to best suit the client need.

**Team Leadership**
- Acts as Deputy for the Team Leader in their absence
- Plan team huddles in the absence of the team leader to review workload and service priorities, encourage individuals to actively contribute their ideas.
- Support Team Leader in building capability of the team predominantly new start training to consistently deliver a high quality, responsive service to clients
- Support the implementation of employee engagement initiatives to create an inclusive environment and to maximize colleague motivation and wellbeing.
- Collaborate with other Middle Office teams to coordinate resource levels and cross-training opportunities.
- Acts as a mentor and role model to junior team members

**Transaction Processing**
- Execute client transactions efficiently and accurately within agreed role perimeters, including spot transactions; incoming wires and currency checks; retail payments; inter-account transfers; forward draw-down and option expiry requests; client refunds; university trades; diarized trades and disbursal of lock-in deals
- Escalate and hand over to Sales teams and Credit team as appropriate where further out-of-scope transactions are required to provide a smooth client experience and adhere to regulatory requirements.
- Identify and implement ways of improving efficiency.

**Administration and Reporting**
- Maintain accurate SFDC call-handling records
- Contribute towards trend analysis to support strategic client experience enhancements and alert stakeholders
- Produce reporting at client requests
- Where appropriate - create collection reporting for stakeholders and ability to communicate details effectively.

**Individual Contributor**
- Professional individual contributor
- Still acquiring knowledge and skills for specific area of expertise
- **Experience and Qualifications**
- High School / University Diploma or equivalent level of qualification
- Experience of working within a client facing role for a minimum of circa 3 years.
- Experience of working within a high-volume service delivery environment - desirable
- Experience of working with Financial Services - desirable

**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, disabili

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