Customer Support Associate (German Speaker)

Convera is seeking a Customer Supper Associate (German Speaker). In this role, you will provide high-quality customer and operational support across customer service, transaction processing, and collections activities. You will be responsible for handling customer enquiries, processing transactions, resolving account and payment-related issues, and supporting internal stakeholders while ensuring compliance with established policies, procedures, and service standards. The role requires strong problem-solving skills, attention to detail, and the ability to manage multiple priorities while delivering accurate, timely, and customer-focused outcomes. You will also contribute to continuous improvement initiatives, maintain accurate records, and collaborate with cross-functional teams to support efficient end-to-end customer experiences. This is a hybrid work model (onsite 2-3 times per week), working hours Monday to Friday, 10 am – 7 pm.

• Manage customer enquiries and transactions across phone, case management, and digital channels.
• Resolve customer issues and requests efficiently while delivering high-quality customer experience.
• Process transactions accurately and in line with established procedures, controls, and service level agreements.
• Investigate and resolve overdue balances, outstanding items, and transaction discrepancies.
• Maintain accurate records and documentation to support compliance, audit, and reporting requirements.
• Prioritize workload effectively to meet KPIs, SLAs, and quality standards.
• Identify risks, exceptions, and process improvement opportunities, escalating issues where appropriate.
• Ensure adherence to regulatory, legal, and internal policy requirements.
• Collaborate with internal stakeholders to deliver seamless end-to-end customer outcomes.
• Support team performance through knowledge sharing, training, and continuous improvement activities.

• Customer-centric mindset with high levels of professionalism and resilience as well as strong service focus.
• Experience in customer support, operations, deal desk, or transactional roles.
• Strong attention to detail and data accuracy.
• Ability to remain effective under pressure while managing complex or sensitive customer situations
• Excellent written and verbal English language communication skills, including explaining complex or regulated information clearly.
• Proven ability to follow defined processes and procedures while applying sound judgment.
• Ability to manage multiple work types in a fast-paced, case-driven environment.
• Continuous improvement mindset and willingness to learn.

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, results-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.