Customer Support Services Specialist

hace 3 semanas

San José, San José, Costa Rica Convera A tiempo completo

Convera is the largest non-bank B2B cross-border payments company in the world, leveraging decades of industry expertise and technology-led payment solutions to deliver smarter money movements to its customers.

The role of a Senior Client Service Specialist at Convera involves facilitating a positive journey for clients through the efficient and timely provision of resolving pre- and post-transaction queries, ultimately driving client satisfaction and retention.

Main Responsibilities:

  • 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.
  • Deliver high-quality, consistent interactions.
  • Act as the first point of contact for team client escalations to share expertise and develop the team, and escalate appropriately.
  • Manage case and communication deadlines to contribute to client experience. Triage client inquiries, translating into service actions to best suit the client need.

Team Leadership:

  • Act 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 starter 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.
  • Act 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.

At Convera, we care deeply about the value we bring to our customers which makes us a rewarding place to work. 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 a market-competitive monthly gross salary, ranging between $60,000 - $80,000 depending on location, opportunity to earn an annual bonus based on role level, great career growth and development opportunities in a global organization, generous insurance, and more.

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