Convera
CustomerSupportAssociate–Ops–CS-Collections
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optimal for Entry candidates.
“Customer Support Associate – Ops – CS - Collections at Convera. Skills: collections, customer support, communication, problem solving. managing outstanding payments from B2B clients. contact clients to follow up on overdue invoices/payments”
What You'll Achieve.
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; Drive first contact resolution; sustaining high levels of productivity and quality in a fast-moving growth focused organization
Industry & Context.
problem solving and conflict resolution capabilities; 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; Ability to remain calm and resilient when solving problems, facing challenges, and recovering from mistakes
What They're Looking For.
Must Have
High school diploma degree, A minimum of 1 year of related experience with a Bachelor’s or equivalent work experience(Finance, Banking, Accounting. . ), background in collections(must), 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, 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 Have
Experience in customer-facing role with direct responsibility of managing customers, Experience with data analytics tools, Excellent attention to detail
What You'll Do.
managing outstanding payments from B2B clients
contact clients to follow up on overdue invoices/payments
maintain accurate records of collections activities
negotiate payment arrangements
collaborate with internal departments to resolve billing issues
prepare collections reports status
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
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
work on projects and assist with business improvements
assist leadership with delivering Management Information
and statistical summaries
use data to draw a comprehensive
How You'll Work.
Team & Collaboration
collaborate with internal departments to resolve billing issues; Supports leadership with delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries; explain complex information to customers and internal stakeholders
Communication Scope
communication skills, both written and oral; clearly explain complex information to customers and internal stakeholders; Ability to communicate fluently in English, verbally and written
Process & Methodology
work on projects and assist with business improvements
Full Job Description
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 da
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