Education Payments Support Specialist

Convera; Peterborough; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

Career growth

Flexible work arrangements

Insurance (health, disability, life)

Holidays & leave policies

Wellness days

Volunteer days

Job summary

Convera is seeking a Customer Support Associate to join our Education team. You will provide high-quality support to education clients, including universities, handling student payments queries and related services.

You will collaborate with Sales, Operations, Payments and Compliance to ensure timely, professional responses. Working Model is Hybrid (onsite 2–3 days/week), with hours Monday–Friday 9:00–17:30.

Qualifications

• Experience in a client-facing role with strong communication skills.
• Experience in a high-volume service delivery environment (desirable).
• Experience in Financial Services (desirable).
• Proficient with MS Office and a computerized data entry system.
• Ability to handle objections and maintain accuracy.

Responsibilities

• Handle inbound calls and emails related to pre- and post-payment queries with SLAs.
• Enter and update client information in ECM accurately.
• Provide transaction monitoring and reporting for key clients as directed.
• Maintain case updates and ensure timely responses within SLAs.
• Act as a conduit between Sales, Client and Operations.
• Meet SLA targets and adhere to agreed callback times.
• Provide guidance to internal and external clients and respond within SLA.
• Draft professional email communications within SLAs.

Skills

Client facing

Telephone manner

Written communication

Verbal communication

Probing questions

High-volume service

Pressure handling

MS Office

ECM (case management)

Objection handling

Attention to detail

Relationship building

Tools

MS Office

ECM

Job description

Convera is seeking a Customer Support Associate to join our Education team. You will provide high-quality support to education clients, including universities, handling student payments queries and related services.

You will collaborate with Sales, Operations, Payments and Compliance to ensure timely, professional responses. Working Model is Hybrid (onsite 2–3 days/week), with hours Monday–Friday 9:00–17:30.