Associate Deal Desk Specialist

1 hour, 11 minutes ago
Full-time
Junior
Customer and Technical Support
Convera

Convera

Convera is a global leader in FX payments, empowering businesses worldwide to streamline cross-border transactions and maximize transaction value through advanced payment solutions.

Diversified Financial Services
1K-5K
Founded 2021

Description

  • Process customer transactions received via email and internal case systems accurately and within agreed procedures.
  • Communicate directly with customers through the internal case management system and coordinate with Customer Care when needed.
  • Handle customer enquiries and transaction-related requests while meeting service levels in a fast-paced environment.
  • Escalate out-of-scope, complex, or sensitive transactions with clear supporting detail according to defined procedures.
  • Maintain accurate transaction records and case documentation to support auditability, quality assurance, and follow-up actions.
  • Manage case queues to help ensure SLA and KPI targets are met.
  • Produce standard reporting as required.
  • Apply established procedures and controls to meet regulatory, legal, and compliance requirements.
  • Identify recurring friction points and process improvement opportunities and raise them to senior team members or leadership.
  • Use structured problem-solving to investigate and resolve customer friction.

Requirements

  • Experience in operational or customer-facing roles.
  • Strong attention to detail.
  • Strong written and verbal communication skills with the ability to convey complex or regulated information clearly.
  • Proven ability to follow defined procedures while applying sound judgment.
  • Ability to resolve issues efficiently within defined authority levels and escalate appropriately when required.
  • Strong time management skills in a fast-paced, case-driven environment.
  • Customer-centric mindset with a focus on service quality and accuracy.
  • Continuous improvement mindset.
  • High level of professionalism and resilience when handling customer interactions.
  • Experience working with email and internal case management systems is preferred.

Benefits

  • Competitive salary.
  • Opportunity to earn an annual bonus.
  • Great career growth and development opportunities in a global organization.
  • Flexible approach to work.
  • Work in a global organization serving customers across more than 20 countries.

Interested in this position?

Apply directly on the company website

Apply Now

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