Customer Support Associate – Operations at Convera in Pune

Job description

• At Convera, we are looking for a detail-oriented and customer-focused professional to manage pre- and post-payment queries from internal and external customers. The role involves handling customer requests through cases and emails, with occasional phone interactions, processing transactions and payments, preparing reports, and ensuring all activities are completed within agreed SLAs, quality standards, compliance, and regulatory requirements.
• The role requires strong coordination with Front Office and internal teams to ensure smooth payment processing and deliver a high level of customer service.

Responsibilities

• Handle online requests and queries from internal and external customers related to pre- and post-payment activities.
• Manage customer requests through cases, emails, and occasional phone calls, ensuring timely resolution within agreed SLAs.
• Key in and process financial transactions and payments accurately and within defined timelines.
• Prepare, analyze, and provide daily/regular reports to internal and external stakeholders.
• Work closely with Front Office teams to resolve customer queries and provide high-quality customer service.
• Perform daily operational controls and checks to ensure smooth and accurate processing.
• Identify and escalate any operational issues or concerns to the appropriate internal teams.
• Coordinate with other internal departments to resolve processing issues and ensure timely closure.
• Ensure all activities comply with applicable internal policies, compliance requirements, and regulatory standards.
• Maintain high levels of accuracy, quality, and customer service across all activities.
• Work effectively both independently and as part of a team, across office and remote working environments.

Requirements

• Experience in Payments Operations, Banking Operations, Financial Operations, Customer Operations, or a related domain.
• Good understanding of payment processing and transaction handling.
• Strong customer service and stakeholder management skills.
• Good written and verbal communication skills.
• Strong attention to detail and ability to maintain high accuracy while processing transactions.
• Ability to work within defined SLAs, quality standards, and operational controls.
• Good analytical and reporting skills, with the ability to review and interpret operational data.
• Strong problem-solving and issue-resolution skills.
• Good understanding of compliance and regulatory requirements in a financial services environment.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Strong team collaboration skills with the ability to work independently when required.
• Good working knowledge of MS Excel and other standard office tools would be an advantage.

Skills

Required

• Customer service
• Stakeholder management
• Communication
• Attention to detail
• Problem-solving
• Team collaboration
• Independence
• MS Excel
• Standard office tools

Benefits

• Competitive salary
• Career development in a global organization
• Flexible working approach
• A supportive and inclusive team environment