Customer Support Associate

Based on the provided job listing, here's the enhanced job description following the specified format:

📍 Job Overview

• Job Title: Customer Care Specialist/Collections Agent
• Company: Convera
• Location: Costa Rica
• Job Type: Hybrid (2 days in office)
• Category: Customer Support & Success
• Date Posted: 2025-06-18
• Experience Level: Entry Level
• Remote Status: On-site/Hybrid

🚀 Role Summary

• Key Responsibilities:

  • Provide Best in Class Care to Convera customers from first contact through to resolution.
  • Drive a seamless customer experience that creates positive sentiment for Convera brand.
  • Develop in-depth knowledge of Convera's product offerings and provide informative support and tailored recommendations to customers.
  • Support the team and business goals by delivering Management Information, regulatory reporting, analytical reporting, and statistical summaries.
  • Participate in projects and assist with business improvements.

• Key Qualifications:

  • A minimum of 1 year of related experience with a Bachelor’s degree or equivalent work experience (Finance, Banking, Accounting, etc.).
  • Strong communication skills, both written and oral, with the ability to clearly explain complex information to customers and internal stakeholders.
  • A passion for Best-in-Class Customer Care and a Customer Champion mindset.
  • Strong problem-solving and conflict resolution capabilities.
  • Ability to learn and adapt quickly to new technology and processes.
  • Excellent attention to detail and data analysis skills.
  • Proficiency in Microsoft applications (Outlook, Excel, Word, PowerPoint).

💻 Primary Responsibilities

• Customer Care and Support:

  • Handle inbound, outbound, and eService channels in a high-volume, fast-paced environment.
  • Quickly identify and solve problems of diverse scope on the spot and adapt existing approaches to resolve issues.
  • Evaluate processes, devise improvements, measure results, and iterate to drive continuous improvement and "Best in Class Customer Care."

• Regulatory Compliance and Reporting:

  • Understand regulatory requirements and how Convera's policies and processes support customers and Convera's obligations.
  • Manage requests from external legal entities, global regulators, and global ADR bodies in connection with complaints.
  • Prepare and present Management Information, regulatory reporting, analytical reporting, and statistical summaries.

• Project and Process Improvement:

  • Participate in projects and collaborate with business improvements.
  • Contribute to Convera's growth and success by driving first contact resolution and identifying barriers to excellent service.

🎓 Skills & Qualifications

Education: Bachelor's degree in Finance, Banking, Accounting, or a related field.

Experience: 1 year of related experience in customer-facing roles with direct responsibility for managing customers.

Required Skills:

• Strong communication skills, both written and oral, with the ability to explain complex information to customers and internal stakeholders.
• A passion for Best-in-Class Customer Care and a Customer Champion mindset.
• Strong problem-solving and conflict resolution capabilities.
• Ability to learn and adapt quickly to new technology and processes.
• Excellent attention to detail and data analysis skills.
• Proficiency in Microsoft applications (Outlook, Excel, Word, PowerPoint).

Preferred Skills:

• Experience in data analysis tools.
• Excellent attention to detail.
• Experience with regulatory compliance and reporting.

📊 Web Portfolio & Project Requirements

• Portfolio Essentials:

  • Specific customer care and support projects that demonstrate your ability to handle diverse customer inquiries and resolve complex issues.
  • Examples of process improvement initiatives and their impact on customer satisfaction and business outcomes.

• Technical Documentation:

  • Documentation of technical processes, tools, and systems used in customer care and support, with a focus on regulatory compliance and data security.
  • Examples of data analysis and reporting, demonstrating your ability to interpret and present complex data insights.

💰 Compensation & Benefits

• Salary Range: Competitive salary based on experience and market standards for entry-level customer care and support roles in Costa Rica.

• Benefits:

  • Market competitive salary.
  • Great career growth and development opportunities in a global organization.
  • A flexible approach to work with a hybrid schedule and 2 days in the office.
  • Generous insurance (health, disability, life).
  • Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption).
  • Paid volunteering opportunities (5 days per year).

🎯 Team & Company Context

• Company Culture:

  • Industry: Financial Services
  • Company Size: Large (10,000+ employees)
  • Founded: 2019
  • Team Structure: Cross-functional collaboration between customer care, finance, and technology teams.
  • Development Methodology: Agile/Scrum methodologies and code review processes.

• Company Website: Convera Website

📈 Career & Growth Analysis

• Web Technology Career Level: Entry Level

• Reporting Structure: Reports directly to the Customer Care Manager or Team Lead.

• Technical Impact: Contributes to Convera's customer satisfaction and business growth through improved customer care processes and data-driven insights.

• Growth Opportunities:

  • Short-term: Develop expertise in Convera's products, services, and regulatory requirements.
  • Long-term: Pursue leadership roles within the customer care team or explore opportunities in related fields such as compliance, data analysis, or project management.

🌐 Work Environment

• Office Type: Hybrid (2 days in office)
• Office Location(s): Costa Rica
• Work Schedule: Monday to Friday, Morning shift - 9:00 a.m. to 6:00 p.m. or 8:00 a.m. to 5:00 p.m., depending on business needs.

📄 Application & Technical Interview Process

• Interview Process:

  • Step 1: Technical preparation and coding/configuration assessment focusing on problem-solving, communication, and customer care skills.
  • Step 2: Customer care and support scenario-based interview, focusing on problem-solving, process improvement, and regulatory compliance.
  • Step 3: Final evaluation criteria and technical impact discussion.

• Portfolio Review Tips:

  • Highlight specific customer care and support projects that demonstrate your ability to handle diverse customer inquiries and resolve complex issues.
  • Include examples of process improvement initiatives and their impact on customer satisfaction and business outcomes.

• Technical Challenge Preparation:

  • Challenge 1: Typical customer care and support exercise focusing on problem-solving, communication, and process improvement.
  • Challenge 2: Data analysis and reporting exercise, focusing on interpreting and presenting complex data insights.

• ATS Keywords: Customer Care, Collections, Communication Skills, Problem Solving, Conflict Resolution, Attention to Detail, Data Analysis, Microsoft Applications, Customer Experience, Process Improvement, Regulatory Compliance

📌 Application Steps

To apply for this Customer Care Specialist/Collections Agent position:

• Submit your application through the application link provided.
• Prepare for the technical interview by reviewing the job description, practicing problem-solving scenarios, and brushing up on your data analysis skills.
• Research Convera's products, services, and regulatory requirements to demonstrate your understanding of the role and company.
• Prepare a portfolio showcasing your customer care and support projects, process improvement initiatives, and data analysis skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and Convera-specific context. All details should be verified directly with the hiring organization before making application decisions.