Customer Support Specialist

The Customer Support Specialist is an experienced individual contributor responsible for resolving a broad range of customer enquiries and will specialize in minimizing business exposure. The role operates with limited supervision, manages escalations and applies sound judgment to deliver consistent, high-quality customer outcomes aligned to team and business objectives.   

The Specialist works tactically across multiple processes, products, and projects, contributing to incremental improvements, supporting change initiatives, acting as an informal leader and mentor within the team, and performing quality assurance audits for junior roles to help reinforce service standards, compliance, and coaching opportunities. While work is primarily guided by defined procedures, the Specialist may suggest variations in approach, refine solutions, and contribute to the development of new processes where needed. 

• →Independently manage a variety of inbound and outbound customer enquiries across phone, case, email, and digital channels 

• →Create and update case notes, reports, and supporting documentation for review and audit purposes 

• →Resolve straightforward to moderately complex customer issues using approved procedures, tools, and judgment 

• →Manage defined escalations that have clear guidance and resolution frameworks 

• →Independently investigate overdue or unresolved invoices, performing accurate reconciliation to identify root causes and required actions 

• →Communicate directly with customers and internal account owners via approved case management systems and outbound contact methods, in line with business KPIs and regulatory requirements. 

• →Clearly explain outstanding positions, required actions, and next steps to customers in a professional and compliant manner. 

• →Ensure timely resolution of items to minimize financial exposure and support accurate account standing. 

• Execute collections activities in line with regulatory, legal, and internal policy requirements. 

• Maintain accurate and timely system updates to support auditability, reporting, and governance review. 

• Analyze trends, recurring issues, or risk indicators within collections activity and raise insights or recommendations to leadership. 

• Contribute information and analysis to support provisioning decisions and risk assessments. 

• Prepare and update initial reports, case summaries, or data inputs relating to overdue items and collections performance (money collected, aging, etc.) 

• Identify inefficiencies or friction points within collections processes and suggest practical improvements or refinements. 

• Analyze multiple factors within cases to determine appropriate actions and resolutions 

• Identify patterns, recurring issues, or process gaps and suggest practical improvements to leadership   

• Support complaint handling and regulatory requirements within defined guidelines 

• May manage straightforward end-to-end projects or process improvements under guidance 

• Build effective working relationships with internal and external partners to resolve issues efficiently 

• Collaborate across teams to support service delivery, change initiatives, and operational improvements 

• Understand how individual decisions impact team results and elements of broader business goals 

• Support broader Customer Care function as needed. 

• Act as an informal/ deputy Supervisor and escalation point within agreed boundaries 

• Mentor and coach Customer Support Associates by sharing knowledge and best practices 

• Conduct quality assurance audits for junior roles, and identify coaching opportunities to improve consistency, compliance, and customer outcomes 

• Role model company values, service excellence, customer advocacy, and operational best practices. 

• Communicate straightforward, clear information to customers, peers, and stakeholders 

• Present recommendations and provide advice to gain cooperation and alignment 

• Support change-management activities and may constructively challenge existing ways of working 

• 2–4 years of experience in a customer support, service, or contact centre environment 

• Demonstrated ability to work independently while following defined procedures and guidance 

• Experience handling escalations and nonroutine customer scenarios within clear frameworks 

• Strong analytical, documentation, and problem-solving skills 

• Clear written and verbal communication skills with the ability to influence outcomes 

• Confidence working across multiple processes, products, or initiatives simultaneously 

Pune- WFO

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, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. 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.