Customer Support Associate – Operations

About this role

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Skills you'll use

What you'll do

• Handle online requests and queries from internal and external customers related to pre- and post-payment activities.
• Manage customer requests through cases, emails, and occasional phone calls , ensuring timely resolution within agreed SLAs.
• Key in and process financial transactions and payments accurately and within defined timelines.
• Prepare, analyze, and provide daily/regular reports to internal and external stakeholders.
• Work closely with Front Office teams to resolve customer queries and provide high-quality customer service.
• Perform daily operational controls and checks to ensure smooth and accurate processing.
• Identify and escalate any operational issues or concerns to the appropriate internal teams.
• Coordinate with other internal departments to resolve processing issues and ensure timely closure.
• Ensure all activities comply with applicable internal policies, compliance requirements, and regulatory standards .
• Maintain high levels of accuracy, quality, and customer service across all activities.

Who can apply

• Experience in Payments Operations, Banking Operations, Financial Operations, Customer Operations, or a related domain .
• Good understanding of payment processing and transaction handling .
• Strong customer service and stakeholder management skills.
• Good written and verbal communication skills .
• Strong attention to detail and ability to maintain high accuracy while processing transactions.
• Ability to work within defined SLAs, quality standards, and operational controls .
• Good analytical and reporting skills , with the ability to review and interpret operational data.
• Strong problem-solving and issue-resolution skills.
• Good understanding of compliance and regulatory requirements in a financial services environment.
• Ability to manage multiple requests and priorities in a fast-paced environment.

Perks & benefits

About Convera

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