Customer Support Associate - Collections Santa Ana

Customer Support Associate – Collections

Santa Ana

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 contacting clients to follow up on overdue invoices/payments, maintaining accurate records of collections activities, negotiating payment arrangements, when necessary, collaborating with internal departments to resolve billing issues, and preparing collections reports and status updates.

• 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.

• Deliver friendly and professional service to customers through inbound, outbound, and eService channels in a high volume, fast-paced environment.
• Quickly identify and solve problems of diverse scope on the spot.
• Devises solutions based on limited information and precedent, and adapts existing approaches to resolve issues.
• Evaluate processes, devise improvements, measure results, and iterate. Imagine and ambitiously drive toward “Best in Class Customer Care”.
• Drive first contact resolution while identifying barriers to excellent service and work toward eliminating them.
• Understand regulatory requirements and how Convera’s policies and processes support our customers and obligations.
• Manage requests from external legal entities, global regulators (e.g., FMA, FCA), and global ADR bodies (e.g., UK Financial Ombudsman Service, Australian Financial Complaints Authority) 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 data to draw a comprehensive, balanced view.

• A minimum of 1 year of related experience with a Bachelor’s degree; or equivalent work experience (Finance, Banking, Accounting, etc.)
• We are looking for professionals with a strong background in collections (must).
• Strong 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.
• Strong 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, able to multi-task, prioritize consistently, and sustain high levels of productivity and quality in a fast-moving, growth-focused organization.
• The ability to remain calm and resilient while solving problems, facing challenges, and recovering from mistakes.
• Good knowledge of MS applications.
• Ability to communicate fluently in English, verbally and written.

• Experience in a customer-facing role with direct responsibility for managing customers.
• Experience with data analytics tools.
• Excellent attention to detail.

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, educational institutions, financial institutions, law firms, and NGOs.

Our teams care deeply about the value we bring to our customers, making Convera a rewarding workplace. This is an exciting time for our organization as we build our team with growth‑mindset, 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.

• Market competitive salary.
• Great career growth and development opportunities in a global organization.
• A flexible approach to work and a hybrid schedule with 2 days in 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).
• Shift
  
  Hours:
  
  Monday to Friday, Morning shift – 8:00–5:00 pm.

Apply now if you’re ready to unleash your potential.