Are you passionate about delivering exceptional customer service and thriving in a fast-paced environment? As a Payments Support Specialist, you will be the first point of contact for clients, ensuring seamless communication and high-quality support. You’ll monitor payment processes, handle client queries, maintain accurate records, and collaborate across teams to meet SLAs and uphold service standards. If you’re proactive, results-driven, and skilled in building strong relationships, we’d love to hear from you!
You will be responsible for:
- Monitor Payments Inbox to ensure SLAs are met consistently.
- Handling of incoming telephone calls and emails from both Internal and External Customers in relation to pre-payment queries, in accordance with agreed SLAs and quality standards.
- Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
- Act as bridge between Sales, Client and Operations
- Maintain effective relationships with Operations, Support, Dealing, Relationship Management and Account Management teams to maximize and sustain service quality for all customers.
- Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
- Fraudulent Payments identified must be escalated to the Dealer Support Team Manager
- You are the first point of contact in regard to any escalations from clients or dealers.
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.
We offer an abundance of competitive perks and benefits including:
- Market competitive monthly gross salary starts at 2,200 EUR
- Opportunity to earn an annual bonus
- Great career growth and development opportunities in a global organization
- A flexible approach to work (6-10 days per month in the office)
- Generous insurance (health, disability, life)
- Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
- Work from abroad 60 days per year
- Paid volunteering opportunities (5 days per year)
You should apply if you have:
- Experience in a client-facing role within the financial services sector.
- Passion for customer service excellence with a proven ability to embed this in team culture.
- Strong leadership, communication, and relationship-building skills.
- Track record of meeting and exceeding targets under tight deadlines.
- Proactive in identifying development needs and pursuing growth opportunities.
- Skilled at influencing outcomes and solving problems innovatively.
- Highly motivated, team-oriented, and results-driven.
- Effective time management and organizational skills.
- Proficient in MS Outlook, Excel, Word, PowerPoint, and Internet tools.
- Monitor Payments Inbox to ensure SLAs are met consistently.
- Handling of incoming telephone calls and emails from both Internal and External Customers in relation to pre-payment queries, in accordance with agreed SLAs and quality standards.
- Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
- Act as bridge between Sales, Client and Operations
