Customer Support Associate

Convera is seeking a Customer Support Associate. In this role, you will deliver high-quality customer and operational support across customer service, transaction processing, and collections activities. You will be responsible for handling customer enquiries, processing transactions accurately, resolving payment and account-related issues, and supporting internal stakeholders while ensuring compliance with company policies, procedures, and regulatory requirements. The role requires strong problem-solving skills, attention to detail, and the ability to manage competing priorities while providing timely, accurate, and customer-focused solutions. You will also contribute to continuous improvement initiatives, maintain accurate records, and collaborate with cross-functional teams to deliver efficient end-to-end customer and business outcomes. This is a hybrid work model (onsite 2-3 times per week), working hours Monday to Friday, 9 am – 5.30 pm or 11 am – 7.30 pm.

• Handle inbound and outbound customer interactions across phone, email, case management, and digital channels, delivering a high-quality customer experience.
• Resolve customer enquiries and issues using established procedures, policies, and product knowledge, escalating complex cases when appropriate.
• Drive First Contact Resolution (FCR) while meeting service, quality, and productivity targets.
• Process customer requests accurately and maintain complete, up-to-date records in relevant systems.
• Communicate professionally with customers, explaining complex information clearly and effectively.
• Apply strong problem-solving skills to investigate and resolve customer issues and identify appropriate solutions.
• Ensure compliance with regulatory, legal, and internal policy requirements in all customer interactions.
• Support complaint management processes and assist in resolving issues within defined service standards.
• Identify recurring issues and opportunities for process improvements, contributing to continuous improvement initiatives.
• Collaborate with internal teams and stakeholders to deliver efficient end-to-end customer outcomes.
• Support team success through knowledge sharing, participation in team meetings, quality reviews, and onboarding of new colleagues.

• Minimum of 1 year of experience in customer support, service, or contact center environment.
• Excellent written and verbal English language communication skills, including explaining complex or regulated information clearly.
• Proven ability to follow defined procedures while applying judgment to resolve multi-step issues.
• Strong problem-solving and conflict-resolution skills.
• High level of professionalism, resilience, and customer focus.
• Proficient in standard business systems and tools.
• Multilingual capability is an advantage.

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.