Customer Support Associate – Operations

Role- Customer Support Associate- Operations
Location- Pune- WFO
Shifts- 5:30 AM IST to 2:30 PM IST

AtConvera, we are looking for a detail-oriented and customer-focused professional to managepre- and post-payment queries from internal and external customers. The role involves handling customer requests through cases and emails, with occasional phone interactions, processing transactions and payments, preparing reports, and ensuring all activities are completed within agreedSLAs, quality standards, compliance, and regulatory requirements.

The role requires strong coordination with Front Office and internal teams to ensure smooth payment processing and deliver a high level of customer service.

Key Responsibilities

• Handle online requests and queries frominternal and external customers related to pre- and post-payment activities.
• Manage customer requests throughcases, emails, and occasional phone calls, ensuring timely resolution within agreed SLAs.
• Key in and processfinancial transactions and payments accurately and within defined timelines.
• Prepare, analyze, and providedaily/regular reports to internal and external stakeholders.
• Work closely withFront Office teams to resolve customer queries and provide high-quality customer service.
• Performdaily operational controls and checks to ensure smooth and accurate processing.
• Identify and escalate any operational issues or concerns to the appropriate internal teams.
• Coordinate with other internal departments to resolve processing issues and ensure timely closure.
• Ensure all activities comply with applicableinternal policies, compliance requirements, and regulatory standards.
• Maintain high levels ofaccuracy, quality, and customer service across all activities.
• Work effectively bothindependently and as part of a team, across office and remote working environments.

Skills & Experience

• Experience inPayments Operations, Banking Operations, Financial Operations, Customer Operations, or a related domain.
• Good understanding ofpayment processing and transaction handling.
• Strong customer service and stakeholder management skills.
• Good written and verbalcommunication skills.
• Strong attention to detail and ability to maintain high accuracy while processing transactions.
• Ability to work within definedSLAs, quality standards, and operational controls.
• Good analytical andreporting skills, with the ability to review and interpret operational data.
• Strong problem-solving and issue-resolution skills.
• Good understanding ofcompliance and regulatory requirements in a financial services environment.
• Ability to manage multiple requests and priorities in a fast-paced environment.
• Strong team collaboration skills with the ability to work independently when required.
• Good working knowledge ofMS Excel and other standard office tools would be an advantage.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. With decades of expertise and innovative payment solutions, we help organizations move money smarter and more efficiently across the globe.

We’re proud to support a diverse range of customers—from small businesses to global institutions—and we’re equally committed to building a workplace that values inclusion, collaboration, and growth.

What We Offer

• Competitive salary
• Career development in a global organization
• Flexible working approach
• A supportive and inclusive team environment

Ready to Apply?

If you’re ready to build a rewarding career helping students succeed while delivering exceptional support, we’d love to hear from you.

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