Senior Customer Support Specialist

4 weeks ago

Peterborough, United Kingdom Convera Full time

Convera is seeking Senior Customer Support Specialist in our Peterborough office. The Senior Specialist (Service Delivery Manager) is responsible for the consistent delivery of high quality, responsive services for key clients, to optimize client satisfaction and retention. Oversees the full suite of Middle Office end-to-end payment services, ensures adherence to KPIs and SLAs and acts as the interface between Operations, Sales and Client Management teams and external Clients, taking full ownership of Operations deliverables. This role has supporting coaching and quality assurance responsibilities of the Specialists working within their given customer portfolios.

**You will be responsible for**:

- Developing a strong understanding of individual Client operations within assigned portfolio; to identify how partnership working can bring value to their business and generate potential sales opportunities.
- Proactively seek insight on and meet prospective Clients to understand and scope their support requirements. Contribute to the Request for Proposal (RFP) process at Vertical level to ensure there is clarity for Clients on the service offering. Promotes the value of the Service Delivery Management Model.
- Oversee the end to end payment processing work flow and payment runs across the assigned Client portfolio, coordinating all touch points, working with Vertical Client specialists and undertaking quality assurance sampling, to ensure consistent high quality of service.
- Build and maintain excellent relationships with Clients, participating in weekly Client meetings to review progress against plans, provide updates, manage queries and offer robust solutions to their requirements.
- Prevent, manage and escalate issues as appropriate in a timely manner to reduce retention risk. Monitor file upload schedules and settlements to reduce the risk of delayed payments. Act as a conduit between Sales, Client and Operations to identify and resolve all connected operational Service Delivery issues.
- Manage internal (e.g. GTM and Back Office) and external stakeholder relationships including participating at Client Service Delivery Review meetings, workshops and Client Advisory Boards, to provide service updates (e.g. successes, challenges, action plans & resource utilization) and advise on new solutions.
- Undertake Client Diagnostics for key accounts to identify and address root causes to service delivery issues.
- Prepare external client reporting for key accounts to monitor operational and service delivery performance against key
- Ensure the smooth transition of proposed solutions including interacting with internal departments to ensure understanding and awareness, confirming processes are fit for purpose and managing colleagues, systems and processes accordingly.
- Present Client diagnostics and updates on operational items, efficiencies or recommendations for Key Accounts at Client Service Review meetings in order to continually improve service delivery.
- Regularly review processes and service delivery to identify opportunities for improvements to service delivery to enhance the Client experience
- Substantial experience in a Client-facing role within an operational high volume, SLA driven service delivery environment, ideally within Financial Services for circa 3-5 years.
- Experience in defining, implementing and embedding excellent Client service
- Proven track record of attending and presenting within Client Service Delivery Review meetings, workshops and Client Advisory Boards
- Proven track record of collating and presenting KPI/SLA and Service Review Documentation
- Solid computer skills with ability to use MS Excel, Word, PowerPoint and the Internet
- Ability to identify and implement ways of improving efficiency
- Knowledge of the WU products, payment flows, services and end to end operational processes (Middle and Back Office).
- Skills in managing issue escalation and resolution activities to ensure a consistently responsive service to Clients.
- Communication, listening and influencing skills with a professional and confident style
- Ability to engage and motivate others to deliver service excellence to Clients
- High degree of self-motivation
- Ability to meet deadlines/sense of urgency
- Strong team player
- Networking skills to build internal/external relationships

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 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 fo

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