Client Services Investigator

hace 3 semanas


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

As a Client Services Investigator at Convera, you will be responsible for identifying and resolving customer and banking partner inquiries related to payment transactions. You will build and maintain relationships with key internal and external stakeholders to ensure SLAs and KPIs are adhered to and investigative duties are managed and resolved in accordance with client expectations.

Key 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 correspondent bank network to help resolve complex payment investigations
  • Support the Investigation and Recovery of Fraudulent Payments
  • Ability to navigate a computerized data entry system, good knowledge of internal systems
  • 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

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. 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. Our teams care deeply about the value we bring to our customers, making Convera a rewarding place to work. As a global company with employees in over 20 countries, we are passionate about diversity and seek people from different backgrounds, lifestyles, and unique points of view.



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