Customer Support Specialist

As a Customer Support Associate (French and English) with Convera based in our Santa Ana (Costa Rica) office, you will be responsible to provide best in class care to Convera customers from first contact through to resolution or where cases are not resolved within the expected timeframes leading to dissatisfaction or complaint. This role will bridge the gap between what our customers need and what we’re delivering – allowing us to constantly evolve and exceed customer expectations.

You will be responsible for:

• Driving a seamless customer experience that creates positive sentiment for Convera brand.
• Developing an in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
• Supporting the team and business goals by delivering Best in Class service to Convera customers.
• Delivering friendly and professional service to customers through inbound, outbound and eService channels in high volume, fast-paced environment.
• Quickly identifying and solving problems of diverse scope on the spot.
• Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.
• Evaluate processes, devise improvements, measure results, and iterate. Ability to imagine and ambitiously drives towards “Best in Class Customer Care”.
• Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations.
• Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints. Required to work on projects and assist with business improvements.
• Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view.

You should apply if you have:

• A minimum of 1 year of related experience with a bachelor’s degree; or equivalent work experience.
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• A passion for Best-in-Class Customer Care, a Customer Champion.
• Passion for providing an exceptional customer experience.
• Strong problem solving and conflict resolution capabilities.
• Ability to learn and adapt quickly to new technology and processes.
• Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization.
• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
• Good knowledge of MS applications.
• Experience in customer facing role with direct responsibility of managing customers.
• Experience with data analytics tools such as Power BI, Tableau.
• Excellent attention to detail.
• Ability to communicate in more than one language (Preferred fluency in English and French).

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, 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.

We offer an abundance of competitive perks and benefits including:

• Market competitive salary.

• Great career growth and development opportunities in a global organization.

• A flexible approach to work and a hybrid schedule with 2 days in office.

• Generous insurance (health, disability, life).

• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).

• Paid volunteering opportunities (5 days per year).

• Shift Hours: Monday to Friday, 8:00am-5:00pm in Santa Ana, CR

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.