Convera is seeking a Customer Support Associate to join our Peterborough office. In this role, you will provide internal support to the sales/operations group and may act as a liaison to clients. Main responsibilities 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 of the transaction process, risk management rules and policies, and other industry-specific policies and procedures to support essential responsibilities.
You will be responsible for:
1. Handling incoming telephone calls and emails from both internal and external customers related to pre and post-payment queries, in accordance with agreed SLAs and quality standards.
2. Ensuring 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.
3. Providing transaction monitoring, frequent reporting, or dedicated point of contact for agreed clients, as directed by the Customer Support Team Leader.
4. Updating cases and clients regularly, in accordance with agreed SLAs.
5. Acting as a conduit (bridge) between Sales, Clients, and Operations.
6. Maintaining focus on personal and team goals, ensuring all incoming calls are handled within SLAs and all agreed callback timeframes to customers are adhered to.
7. Offering support and advice to internal and external clients, responding to queries within agreed SLAs.
8. Delivering professionally constructed and factual email communications within agreed SLAs.
You should apply if you have:
1. Experience working within a client-facing role, with a professional telephone manner and the ability to develop rapport with external customers, along with excellent written and verbal communication skills.
2. Experience working within a high-volume service delivery environment (desirable), with the ability to work under pressure and meet deadlines/high sense of urgency.
3. Experience in Financial Services (desirable).
4. Ability to navigate a computerized data entry system and familiarity with office productivity tools (e.g., MS Office).
5. Ability to handle objections and complaints.
6. High degree of accuracy, attention to detail, and self-motivation.
7. Strong team player.
8. Ability to identify and implement ways of improving efficiency.
9. Ability to deal effectively with all people in a variety of roles and build and maintain supportive relationships with key business contacts.
Minimum Requirements:
* At least 5 years of relevant experience in the Financial Industry such as audit, compliance, regulatory operations, project management, risk management, or implementation of strategic operational plans.
* At least 3 years of experience overseeing the daily exception management of OTC derivative reporting covering the major derivative regulatory reporting jurisdictions (e.g., CFTC, Canada, ASIC, EMIR).
* Recent experience implementing major derivative reporting changes such as EMIR Refit, ASIC Rewrite, including interpreting regulatory impact, defining requirements, and performing User Acceptance Testing.
* In-depth knowledge of Global Derivative reporting requirements and best practices.
* Ideally, experience leading a team in a regulatory reporting setting.
* Adaptability to operate in a fast-changing environment, where there are many systems and regulatory challenges.
* Understanding of how a global, highly regulated company works and understanding of FX OTC Derivative products.
* Working experience utilizing and navigating reporting and reconciliation platforms such as DTCC.
* Bachelor's degree in finance or a relevant field.
* Ability to produce clear, concise documents from multiple stakeholder groups.
* ‘Hands-on, can-do’ attitude.
We offer an abundance of competitive perks and benefits including:
* Opportunities for career growth and professional development within a global organization.
* A flexible approach to work to help you maintain a healthy work-life balance.
* Generous insurance coverage (health, disability, and life).
* Paid holidays, time-off, and leave policies for key life events (maternity, paternity, adoption).
* Paid volunteering opportunities (5 days annually).
* Wellness days (3 days annually).
Join Convera and become part of a team that values innovation, collaboration, and excellence. Apply now to start your journey.
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