Payment Experience Associate

Summary

Join Flywire as a Payment Experience Associate and become the first point of contact for customers, troubleshooting payment issues and providing efficient solutions. You will liaise with various departments, utilize software tools, and collect feedback to improve services. This role requires strong communication skills, problem-solving abilities, and a customer-oriented mindset. The position offers a strong foundation for career growth within Flywire. You will handle customer inquiries via phone, chat, and email, and proactively reach out to payers to support booking completion. The ideal candidate will be a team player, comfortable with multitasking, and able to work a flexible schedule.

Requirements

• Fluency in English and Hindi (required), Fluency in additional languages will be an advantage
• Experience in banking/Fx/cross border payments/student education background etc will be an advantage
• Excellent communication skills in both writing and speaking, great phone etiquette
• Customer oriented mindset, able to listen, understand, and find a solution to complex customer requests with professionalism and empathy
• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
• A team player, able to work with the team locally or remotely, supporting each other, collaborating for managing the payer inquiries and country specific projects
• Comfortable with multi-tasking (email, chat, call); ability to perform under pressure
• Ability to work on a flexible schedule (e.g. shift rotations, weekend, public holidays)
• Customer service experience (2-4 years)

Responsibilities

• Handle customers' questions and concerns by phone, chat, and email with speed, professionalism and empathy
• Be a brand ambassador and make a positive first impression of Flywire
• Provide efficient and personalised solutions to Flywire users
• Carry out proactive payer outreach, as needed, to support the completion of a booking
• Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to Experience Specialists
• Solve complex payment problems utilising different software tools
• Conduct daily follow-up with previously unresolved requests
• Find ways to make our services more convenient for payers
• Be inspired to take initiative in new projects
• Have fun while working hard with a goal-oriented team

Preferred Qualifications

• Experience in upsells and cold calling (preferred)
• Familiarity with CRM software (preferred)

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!)