Customer Support Associate

2 weeks ago

Toronto, Canada Convera Full time

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 policy and procedures to support essential responsibilities.
Essential Job Functions
- 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.

Experience and Qualifications
- Experience of a busy team in a client-facing function within the financial services sector
- 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
- Maintain and exceed targets and meet tight deadlines
- Able to identify own development areas and training needs
- Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
- Highly driven, with strong desire to succeed
- Analytical capacity and innovative problem-solving skills
- High degree of professionalism, with a confident, assertive style
- Team player
- Effective time management skills
- Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet
- Being proactive and responsible for client queries.
- Maintain and develop best practice as well as sharing best practice across the teams.
- Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
- Adhere to compliance and regulatory requirements
- Achieve 95% or above on QA for customer contacts
- 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
- 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 Intermediate

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