As a Client Services Investigator (Evening shift) with Convera based in our Santa Ana office, you will be responsible for facilitating the effective identification and resolution of customer and banking partner inquiries related to payment transactions. The role is responsible for building and maintaining 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's expectations.
**You will be responsible for**:
- Resolve multi-channel payment queries, providing as immediate answers were 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 the with correspondent bank network to help resolve sometimes 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. 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.