Associate Deal Desk Specialist

The Associate Deal Desk Specialist focuses on processing customer transactions efficiently, with high data entry accuracy, supporting sales and treasury partners ensuring a prompt, smooth end-to-end customer experience, whilst following established processes, tools, and regulatory controls. Working with limited guidance, the associate uses operational knowledge and sound judgment to execute well-defined transaction requests, escalating complex or sensitive activity to senior team members and their supervisor with clear supporting detail. 

• →Enter customer transactions received via email and from internal cases efficiently and accurately within agreed procedures 
• →Works directly with customers via the internal case management system to communicate with the customer as required 
• →Coordinate with Customer Care where appropriate 
• →Handle customer enquiries and transaction-related requests across email and internal case channels in a fast-paced environment within agree service levels 
• →Communicate clearly and professionally with internal and external customers 
• →Escalate out-of-scope, complex, or sensitive transactions in line with defined procedures, providing clear supporting detail 
• →Drive timely resolution and positive end-to-end customer experience within agreed service levels 
• →Maintain accurate transaction records and case documentation to support auditability, quality assurance, and follow-up actions 

• Manages case queues to ensure SLA/KPIs are met 
• Standard reporting 
• Apply established procedures and controls consistently to ensure regulatory, legal, and compliance requirements are met 
• Identify and raise reoccurring friction or process improvement opportunities to senior team members or leadership  
• Use structured problem-solving approaches to investigate and resolve customer friction 

• Experience in operational or customer-facing roles 
• Strong attention to detail 
• Strong written and verbal communication skills with the ability to convey complex or regulated information clearly 
• Proven ability to follow defined procedures while applying sound judgment 
• Ability to resolve issues efficiently within defined authority levels, escalating appropriately when required 
• Strong time management skills in a fast-paced, case-driven environment 
• Customer-centric mindset with a focus on service quality and accuracy 
• Continuous improvement mindset 
• High level of professionalism and resilience when handling customer interactions 

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs. Our teams care deeply about the value we bring to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, result-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.