Payment Support Associate

Job Description

Convera is seeking a Payment Support Associate to join their team in Santa Ana. This role involves providing outstanding customer service and quality support to the Payments NA team, ensuring adherence to Service Level Agreements.Responsibilities include:

• Monitoring the Payments NA Inbox to meet SLAs.
• Handling incoming calls and emails from internal and external customers.
• Accurately inputting and updating information in SFDC.
• Acting as a liaison between Sales, Client, and Operations.
• Maintaining effective relationships with various teams to maximize service quality.
• Offering support and advice to clients, responding to queries within agreed SLAs.
• Delivering professional email communications.
• Escalating challenges to the team lead.
• Ensuring comprehensive and timely records in SFDC.
• Adhering to compliance and regulatory requirements.
• Achieving high QA scores for customer contacts.
• Building knowledge of the payment platform.
• Completing assigned training and implementing GPS goals.
• Identifying areas for personal development.
• Utilizing SFDC reporting to provide updates and reports to stakeholders.
• Preventing potential financial loss and following escalation processes.

Requirements include:

• Experience in a client-facing role within financial services.
• Industry experience in Money services business, Payment Processing, Credit Union or Banks.
• A passion for customer service and management.
• Ability to meet targets and deadlines.
• Excellent communication and listening skills.
• Analytical and problem-solving skills.
• Professionalism and a desire to succeed.
• Team player with strong relationship-building skills.
• Effective time management and solid computer skills.

Convera offers:

• Market competitive monthly gross salary.
• Opportunity to earn an annual bonus.
• Career growth and development opportunities.
• Generous insurance (health, disability, life).
• Hybrid work mode (2 days in the office).
• Paid holidays, time-off, and leave policies.
• Paid volunteering opportunities.