Customer Support Associate - Collections

Convera • Santa Ana, CA

6d • Hybrid

About The Position

We are seeking a detail-oriented and proactive Collections Specialist to join our team. The ideal candidate will be responsible for managing outstanding payments from B2B clients. The position will require contact clients to follow up on overdue invoices/payments, maintain accurate records of collections activities, negotiate payment arrangements, when necessary, collaborate with internal departments to resolve billing issues, prepare collections reports status. Objective of this role Drive a seamless customer experience that creates positive sentiment for Convera brand. Develop in-depth knowledge of our product offerings and provide informative support and tailored recommendations to customers. Support the team and business goals by delivering Best in Class service to Convera customers. Responsibilities Deliver friendly and professional service to customers through inbound, outbound, and eService channels in high volume, fast-paced environment. Quickly identify and solve problems of diverse scope on the spot. Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues. Evaluate processes, devise improvements, measure results, and iterate. Ability to imagine and ambitiously drives towards “Best in Class Customer Care”. Drive first contact resolution while identifying barriers to excellent service and work towards eliminating them. Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations. Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints. Required to work on projects and assist with business improvements. Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view. Estamos buscando un Especialista en Cobros detallista y proactivo para unirse a nuestro equipo. El candidato ideal será responsable de gestionar los pagos pendientes de clientes B2B. El puesto requerirá contactar a los clientes para dar seguimiento a facturas/pagos vencidos, mantener registros precisos de las actividades de cobro, negociar acuerdos de pago cuando sea necesario, colaborar con los departamentos internos para resolver problemas de facturación y preparar informes sobre el estado de las gestiones de cobro Objetivo del puesto Impulsar una experiencia del cliente fluida que genere una percepción positiva de la marca Convera. Desarrollar un conocimiento profundo de nuestras ofertas de productos y brindar soporte informativo y recomendaciones personalizadas a los clientes. Apoyar al equipo y los objetivos del negocio ofreciendo un servicio de clase mundial a los clientes de Convera. Responsabilidades Brindar un servicio amable y profesional a los clientes a través de canales entrantes, salientes y electrónicos en un entorno de alto volumen y ritmo acelerado. Identificar y resolver rápidamente problemas de diversa índole en el momento. Capacidad para idear soluciones con información limitada y precedentes, y adaptar enfoques existentes para resolver problemas. Evaluar procesos, proponer mejoras, medir resultados e iterar. Capacidad para imaginar y avanzar con ambición hacia una “Atención al Cliente de Clase Mundial”. Promover la resolución en el primer contacto, identificando barreras para un servicio excelente y trabajando para eliminarlas. Comprender los requisitos regulatorios y cómo las políticas y procesos de Convera respaldan a nuestros clientes y nuestras obligaciones. Gestionar solicitudes de entidades legales externas, reguladores globales (por ejemplo: FMA, FCA y/u organismos globales de resolución de disputas (por ejemplo: UK Financial Ombudsman Service, Australian Financial Complaints Authority). Participar en proyectos y colaborar con mejoras del negocio. Apoyar al liderazgo en la entrega de información de gestión, reportes regulatorios, análisis y resúmenes estadísticos, demostrando la capacidad de utilizar datos para obtener una visión integral y equilibrada.

Requirements

• A minimum of 1 year of related experience with a Bachelor’s degree; or equivalent work experience(Finance, Banking, Accounting..)
• We are looking for professionals with a strong background in collections(must).
• Strong communication skills, both written and oral and can clearly explain complex information to customers and internal stakeholders.
• A passion for Best-in-Class Customer Care, a Customer Champion.
• Passion for providing an exceptional customer experience.
• Strong problem solving and conflict resolution capabilities.
• Ability to learn and adapt quickly to new technology and processes.
• Be a self-starter and master of time management, the ability to multi-task, and prioritize consistently sustaining high levels of productivity and quality in a fast-moving growth focused organization.
• The ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes.
• Good knowledge of MS applications
• Ability to communicate fluently in English, verbally and written

Nice To Haves

• Experience in customer-facing role with direct responsibility of managing customers.
• Experience with data analytics tools.
• Excellent attention to detail.

Responsibilities

• Deliver friendly and professional service to customers through inbound, outbound, and eService channels in high volume, fast-paced environment.
• Quickly identify and solve problems of diverse scope on the spot.
• Ability to devise solutions based on limited information and precedent and adapt existing approaches to resolve issues.
• Evaluate processes, devise improvements, measure results, and iterate.
• Ability to imagine and ambitiously drives towards “Best in Class Customer Care”.
• Drive first contact resolution while identifying barriers to excellent service and work towards eliminating them.
• Understand regulatory requirements and how Convera’s policies and processes support our customers and our obligations.
• Manage requests from external legal entities, Global Regulators eg: FMA, FCA and/or Global ADR bodies e.g.: UK Financial Ombudsman Service (FOS), Australian Financial Complaints Authority (AFCA) etc in connection with complaints.
• Required to work on projects and assist with business improvements.
• Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view.

Benefits

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in office.
• Generous insurance (health, disability, life).
• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
• Paid volunteering opportunities (5 days per year).

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees