Customer Support Associate - Warsaw (hybrid) - Fluent in Polish and English

The Associate Customer Care role delivers high-quality, professional customer support while also supporting dealing desk transaction processing and collections-related activities.

Working with limited guidance, the hybrid associate applies established processes and tools and follows regulatory requirements to resolve customer enquiries, process transactions, and progress or collect overdue balances. The role requires strong judgment, accuracy, and customer focus, with clear escalation of higher-risk, complex, or sensitive matters to senior team members.

• Handle inbound and outbound customer interactions across phone, case and digital service channels.
• Resolve customer enquiries and issues using established processes, policies, and product knowledge, driving First Contact Resolution where possible.
• Process customer transactions accurately and efficiently in line with deal desk procedures and within service level agreements.
• Support sales, treasury, and internal partners by executing defined transactional and dealing requests.
• Investigate overdue balances and reconcile outstanding items using approved systems and tools.
• Communicate with customers professionally and sensitively regarding payments, account payables, or transaction outcomes.
• Maintain accurate and complete records in case management, transaction, and collections systems to ensure auditability and reporting.
• Apply sound judgment within defined authority levels, escalating complex, sensitive, or high-risk issues appropriately.
• Ensure consistent adherence to regulatory, legal, and compliance requirements in all customer and transaction activities.
• Manage workloads and case queues to meet defined KPIs, SLAs, and quality standards.
• Prioritize tasks and cases effectively based on urgency, risk, and service level commitments.

• Use structured problem-solving techniques to investigate multi-step customer issues or transaction discrepancies.
• Identify and address recurring issues, exceptions, or process gaps across customer support, deal desk, or collections activity.
• Raise observations and improvement suggestions to senior team members, supervisors or managers.
• Support data quality, reporting, and trend analysis through timely and accurate case updates.
• Take ownership of customer cases from initiation through resolution within defined authority levels.
• Deliver work in line with defined quality standards, minimizing errors and rework.
• Identify potential risks or anomalies and escalate in line with control frameworks.

• Collaborate with peers and internal stakeholders to deliver efficient end-to-end customer outcomes.
• Actively participate in team meetings, quality reviews, and performance discussions.
• Support onboarding and training of new colleagues through knowledge sharing and peer coaching.
• Provide timely and clear updates to internal stakeholders on case status or transaction progress.

• Customer-centric mindset with high levels of professionalism and resilience as well as strong service focus.
• Fluency in Polish and English is a must have.
• Experience in customer support, operations, deal desk, or transactional roles.
• Strong attention to detail and data accuracy.
• Ability to remain effective under pressure while managing complex or sensitive customer situations.
• Excellent written and verbal communication skills, including explaining complex or regulated information clearly.
• Proven ability to follow defined processes and procedures while applying sound judgment.
• Ability to manage multiple work types in a fast-paced, case-driven environment.
• Continuous improvement mindset and willingness to learn.

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.

Apply now!

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