Deal Desk Support Specialist

As a Deal Desk Specialist with Convera based in our Peterbourough office, you will be responsible for supporting the Payments team in ensuring the delivery of outstanding customer service & quality in accordance with Service Level Agreements.

This role is a 6 months Fixed Term Contract

You will be responsible for:

Monitoring Dealer Support Inbox to ensure SLAs are met consistently
Handling of incoming phone calls and emails from both Internal and External Customers in relation to pre-payment queries, in accordance with agreed SLAs and quality standards
Ensuring 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 a bridge between Sales, Client and Operations

Skills:

Communication:

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.
Offer support and advice to internal and external clients, responding to queries within agreed SLA.
Deliver professionally constructed and factual email communications within agreed SLAs.
Engage team lead if faced with and challenges or barriers

Quality:

Being proactive and responsible for client queries.
Act as a SME regarding call/ email/ case work quality
Maintain and develop best practice as well as sharing best practice across the teams.
Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
Adhere to compliance and regulatory requirements
Achieve 95% or above on QA for customer contacts
Build knowledge of the relevant payment platform to enable comprehensive response to queries

Reporting:

Utilize SFDC reporting to ensure 2-day updates on cases outside the team.
Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an ad-hoc basis and more regularly where agreed
Process confirm reporting of Special Handling clients on a periodic basis

You should apply if you have:
Experience of a busy team in a client-facing function within the financial services sector
A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture
The Ability to lead by example and deliver service excellence to customers
Experience maintaining and exceeding targets and meet tight deadlines
The ability to identify own development areas and training needs
Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
The ability to influence others to a desired outcome
Analytical capacity and innovative problem-solving skills
Experience building and maintaining supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business
Effective time management skills
Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet

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
Great career growth and development opportunities in a global organization
A flexible approach to work
Generous insurance (health, disability, life) and retirement programs
Paid holidays, time-off and leave policies for life events (maternity, paternity, adoption, bereavement, military)
Paid volunteering opportunities

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. Apply now if you're ready to unleash your potential.

Please contact us directly if you have any questions

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