Payment Transaction Investigator

hace 3 días


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

Company Overview

Convera is a leading non-bank B2B cross-border payments company, leveraging decades of industry expertise and technology-led payment solutions to deliver smarter money movements to its customers. With a global presence in over 20 countries, Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers.

Job Description

As a Client Services Investigator with Convera, you will be responsible for facilitating the effective identification and resolution of customer and banking partner inquiries related to payment transactions. This role involves building and maintaining relationships with key internal and external stakeholders to ensure Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are adhered to.

Responsibilities:

  • Resolve multi-channel payment queries, providing immediate answers where possible and referring to banking partners when necessary.
  • Accurately process cancellations, reissues, and refunds requests in accordance with agreed SLAs.
  • Identify Time/Rate critical buybacks/reissues and action with urgency to limit potential loss to WUBS or our customer.
  • Ensure appropriate accounting proof is present prior to actioning any repurchase request.
  • Act as the bridge between our banking partners and internal customers both in writing and verbally as required.
  • Identify and initiate the proper bank message to resolve payment breaks.
  • Amendments, Recalls, Tracers, Bank Charges Inquiry, Respond to Compliance RFI.
  • Communicate frequently with the correspondent bank network to help resolve sometimes complex payment investigations.
  • Support the Investigation and Recovery of Fraudulent Payments.

Requirements

To succeed in this role, you will need:

  • Advanced ability to read and interpret bank messages.
  • Advanced mathematical ability.
  • Good knowledge of local and international payment methods.
  • Good knowledge of FX markets and commercial awareness.
  • Ability to update process documents and Standard Work Sheets.
  • High degree of accuracy and attention to details.
  • High degree of self-motivation.
  • Professional telephone manner with an ability to develop rapport with banking partners and internal stakeholders.
  • Excellent written and verbal communication skills in the English language.
  • Advanced problem solving.


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