Client Support Associate

The role of the Client Support Associate is to facilitate a positive journey for Convera clients through the efficient and timely handling of pre- and post-transaction queries (B2B payments), driving client satisfaction and retention. 

This is a B2B customer service position based in our central Singapore office, with the opportunity to also work from home up to 3 days per week

 

 

ESSENTIAL DUTIES & RESPONSIBILITIES:

 

• Handling online requests from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
• Channels: Cases, emails, and phone calls occasionally.
• Keying in transactions, sending customer communications and processing payments
• Ensure that all relevant information is input accurately and completely into ECM (Enterprise Case Management) and is updated each time an action is carried out relating to that client.

• Maintain effective relationships with Operations (front office), 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 requests are handled within SLAs and all agreed follow up to customers are adhered

• Adhere to compliance and regulatory requirements
• Build knowledge (with training) of the relevant payment platform to enable comprehensive response to queries

• Provide standard reporting to Internal Stakeholders on ad-hoc basis and more regularly where agreed.

• Ensure the correct escalation process is always followed, if required
• Required to work on projects and assist with business improvements.

 

EXPERIENCE REQUIREMENTS:

 

• You must be a Permanent Resident or Citizen of Singapore to be considered for this role
• Experience of a busy team in a client-facing function within the financial services sector
• Industry experience such as Money services business, Payment Processing or Banks is highly regarded.
• Preferred – either Mandarin or Cantonese language skills – as some of our clients prefer to converse in these languages
• A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture.
• Maintain and exceed personal and team targets while meeting tight deadlines
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• Strong problem solving and conflict resolution capabilities.
• Demonstrated attention to detail through error-free record keeping and meticulous scheduling.
• Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet
• Proactive & not afraid to speak up should you see something you don’t think looks right
• Ability to learn and adapt quickly to new technology and processes

 

About Convera

 

Convera is a global leader in commercial payments that powers international business by moving money with ease. We provide tech-led payment solutions to help more than 26,000 customers globally grow with confidence, from small businesses to CFOs and treasurers. As experts in foreign exchange, risk and compliance, with an unrivaled regulatory footprint, Convera’s financial network spans more than 140 currencies and 200 countries and territories. 

Our teams care deeply about the value we deliver to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we expand 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.
• Great career growth and development opportunities in a global organization
• Generous insurance (health, disability, life)
• Hybrid mode (2 days at the office minimum – 77 Robinson Road, Singapore).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)
• Paid volunteering opportunities (5 days per year)

 

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments.

 

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