As a Senior Customer Care Specialist with Convera based in our Peterborough office, you will be responsible to provide Best in Class Care to Convera customers from first contact through to resolution or where cases are not resolved within the expected timeframes leading to dissatisfaction or complaint. This role works closely with Transaction Processing and Relationship Management teams covering the E2E transaction process. The Senior Customer Care Specialist is also expected to coach team members through escalations and provide quality assurance feedback across people / process / product to improve the customer experience.

PREFERRED SKILLS AND QUALIFICATIONS:

• Experience in customer facing role with direct responsibility of managing customers in Banking, Payments, or Financial Services preferably in Payroll and Pension sectors
• Experience with onboarding/training new starters and customers.
• Experience with data analytics tools such as Power BI, Tableau.
• Experience with applications such as JIRA, Confluence, Sharepoint.
• Excellent attention to detail.
• Ability to communicate in more than one language.

• Own and investigate customer escalations and complaints from receipt through to resolution, with speed and quality interactions being paramount.
• Analyzing and solving problems of diverse scope. 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”.
• Identifying and documenting the root cause or defect trends and work with business partners to ensure corrective actions are delivered to improve outcomes.
• Conduct and lead regular service reviews with customer and provide documented recommendations on how they can improve payment delivery rate and reduce returns with clear deadlines and ownership
• 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, incident and regulatory reporting, analytical reporting, and statistical summaries. While demonstrating the ability to use data to draw a comprehensive, balanced view.