Customer Support Associate

Customer Support Associate

The primary purpose of the Customer Support Associate is to provide internal support to the sales/operations group; may act as a liaison to client. Main responsibilities may include handling the administration of client transactions, pre/post-sales support, project/process management, daily banking, and other accounting and administrative functions. The individual will be required to have a thorough understanding and knowledge of the transaction process, risk management rules and policies, and other industry specific policies and procedures to support essential responsibilities.

Essential Job Functions
· Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
· Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
· Provide transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
· Update cases and clients regularly, in accordance with agreed SLAs.
· Act as conduit (Bridge) between Sales, Client and Operations
· Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
· Offer support and advice to internal and external clients, responding to queries within agreed SLA.
· Deliver professionally constructed and factual email communications within agreed SLAs.

Experience and Qualifications
v Experience of a busy team in a client-facing function within the financial services sector(Banking, Accounting,fintech)
v Maintain and exceed targets and meet tight deadlines
v Actively take part in telephone training & apply appropriate feedback.
v Maintain and develop best practice as well as sharing best practice across the teams.
v Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
v Adhere to compliance and regulatory requirements
v Achieve 95% or above on QA for customer contacts
v Build knowledge of the relevant payment platform to enable comprehensive response to queries

Technical Skills - Novice

· 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 Convera 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

Soft Skills - Intermediate

· A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture

· Ability to lead by example and deliver service excellence to customers

· Excellent communication and listening skills with the ability to network and build internal/external relationships at all lev with a professional and confident style

· Ability to engage and motivate others to deliver service excellence to Clients

· Able to identify own development areas and training needs

·High degree of self-motivation/ Highly driven, with strong desire to succeed

·Ability to meet deadlines/sense of urgency. Time management skills

·Strong team player

·Networking skills to build internal/external relationships

·Analytical capacity and innovative problem-solving skills

·High degree of professionalism, with a confident, assertive style

·Being proactive and responsible for client queries.