Deal Desk Support Specialist

at  Convera

DEAL DESK SUPPORT SPECIALIST

As a Deal Desk Specialist with Convera based in our Peterbourough office, you will be responsible for supporting the Payments team in ensuring the delivery of outstanding customer service & quality in accordance with Service Level Agreements.

SKILLS:

Communication:

Maintain effective relationships with Operations, Support, Dealing, Relationship Management and Account Management teams to maximize and sustain service quality for all customers.

• 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.
• Deliver professionally constructed and factual email communications within agreed SLAs.
• Engage team lead if faced with and challenges or barriers

Quality:

• Being proactive and responsible for client queries.
• Act as a SME regarding call/ email/ case work quality
• 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

Reporting:

• Utilize SFDC reporting to ensure 2-day updates on cases outside the team.
• Provide standard or bespoke reporting to Internal Stakeholders, Clients and Agents on both an ad-hoc basis and more regularly where agreed
• Process confirm reporting of Special Handling clients on a periodic basis
• You should apply if you have:
• 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
• The Ability to lead by example and deliver service excellence to customers
• Experience maintaining and exceeding targets and meet tight deadlines
• The ability 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
• The ability to influence others to a desired outcome
• Analytical capacity and innovative problem-solving skills
• Experience building and maintaining supportive relationships with key business contacts, to include the forging of relationships with key stakeholders within the business
• Effective time management skills
• Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet

• Monitoring Dealer Support Inbox to ensure SLAs are met consistently
• Handling of incoming phone calls and emails from both Internal and External Customers in relation to pre-payment queries, in accordance with agreed SLAs and quality standards
• 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
• Act as a bridge between Sales, Client and Operations