Are you passionate about providing a world-class customer experience? Do you want to unleash your potential for a global FinTech that is passionate about moving money for better? Do you want to further your career in Financial Services?
If so, join Convera as a Senior Customer Support Specialist.
**Motivated by our values**: Customer Champions, Growth Minded, Truth Seekers, Fast Movers, High Achievers, Respectfully Candid
We are the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry experience and technology-led payments 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.
In your role as a Senior Customer Support Specialist, you will be:
- Provide support to all internal and external customers. Handling pre
- and post-payment queries, all while adhering to established SLAs and exacting quality benchmarks.
- Support Internal customer support and Dealer support teams with workload management and resource allocation.
- Evaluate customer feedback and identify ways to maximize customer satisfaction.
- Running, analyzing, and providing reporting to internal and external clients.
- Running daily controls to ensure smooth running of our day-to-day processing and working with other internal departments should any concerns arise.
- Working closely with our Front and Middle office teams to provide our clients with unrivalled levels of customer service.
- Adhering to compliance and regulatory requirements whilst delivering high level of customer service to our clients.
- Working independently or within a team, whether in an office or remote setup.
**You will ideally have**:
- Experience in a busy team in a client facing function, ideally within FX or payments environment.
- Experience in the ANZ market(essential).
- A passion for excellence in customer service and customer management along with proven track record for embedding this passion in team culture.
- Highly effective time management skills.
- Strong problem-solving skills.
- Excellent English communication skills - you will be dealing with internal and external stakeholders from Australia and New Zealand.
- Proactive & not afraid to speak up should you see something you don't think looks right.
- Ability to set targets & streamline processes.
- Confident leading people, management experience is preferred.
Join us, and let's move money simply, securely, smartly
We're a company on the move, and we want our people to grow and develop. You'll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.
We offer an abundance of competitive perks and benefits including:
- Market competitive monthly gross salary
- Opportunity to earn an annual bonus
- Great career growth and development opportunities in a global organization
- A flexible approach to work
- Generous insurance (health, disability, life)
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
- Paid volunteering opportunities (5 days per year)
- Hybrid (2 days at the office Tuesday
- Thursday)
- Shift: 3:30-10:30pm CR time, sunday to thursday, but please note that you need to be flexible if the team needs coverage in other hours.
