CPE Associate I

Summary

Join Flywire as a CPE Associate I, Operations Support and become a key point of contact for escalated inquiries from internal stakeholders. You will guide clients and customers through payment processes, liaise with various departments, and act as a problem-solver for complex payment issues. This role requires strong communication, problem-solving, and data analysis skills. You will develop a thorough understanding of Flywire's products and services, handle client inquiries through various channels, and proactively support clients. The position offers opportunities for professional growth within a dynamic and global team. Flywire provides a competitive compensation package, including benefits such as wellbeing programs, talent development programs, and competitive time off.

Requirements

• Business proficiency in English
• 2 years of experience in client and customer support, a background in banking or payments is a plus
• Strong work ethic focused on learning and effectively performing assigned tasks
• Demonstrates strong written and verbal communication skills, confidently engaging with clients and customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting client and customer interactions and follow-up actions
• Experience communicating with a global client and customer base and/or demonstrate an empathetic and cultural-aware communication style
• Efficient communication with internal teams and demonstrate global collaboration
• Possesses a foundational understanding of the company’s products, services, and support processes
• Capable of addressing straightforward and routine client and customer issues by adhering to established guidelines and standard operating procedures (SOPs)
• Maintains up-to-date knowledge of products and services to provide accurate and reliable information to clients and customers
• Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline client and customer inquiries across multiple channels and platforms
• Proactiveness and to escalate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to client and customerqueries
• Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from client and customer interactions

Responsibilities

• Develop a thorough understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users
• Be a subject matter expert on the Payins and Payouts topic supported by the CPE function
• Handle clients and customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy
• Be a brand ambassador and make a positive first impression of Flywire
• Carry out proactive client & payer’s outreach, as needed, to support the completion of a booking or the resolution of an issue
• Solve complex Payins and Payouts problems utilizing different software tools and collaborating closely with team members and other departments
• Conduct daily follow-up with previously unresolved requests
• Collect feedback to better understand Payins and Payouts issues and client & payer’s trends - be the voice of the client & payer’s within Flywire escalating insight to the senior members
• Stay updated on new product features, updates, and company policies to provide accurate and current information to clients and customers
• Be inspired to take initiative in new projects that contribute to the greater success of the business
• Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves
• Take on new responsibilities and adapt to shifts in clients and customer needs and company goals with a positive and proactive attitude
• Have fun while working hard with a goal-oriented team

Benefits

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #InsideFlywire on social media
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• Be a meaningful part in our success - every FlyMate makes an impact
• Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days!
• Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)