Payment Experience Associate I

Summary

Join Flywire as a Payment Experience Associate I and become the first point of contact for customers, guiding them through the payment process. You will troubleshoot payment issues, liaise with various departments, and act as a brand ambassador. This role requires strong communication, problem-solving, and cultural awareness skills. You will utilize various software tools and collaborate with team members to resolve complex payment inquiries. The position offers a strong foundation for career growth within Flywire. You will be responsible for collecting feedback and escalating insights to senior members, staying updated on new product features, and adapting to evolving customer needs and company goals.

Requirements

• Strong work ethic focused on learning and effectively performing assigned tasks
• Availability to cover weekends (Wed-Sun) (Wed to Fri 11am-7pm, Sat-Sun 8am-4pm)
• Demonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style
• Efficient communication with internal teams and demonstrate global collaboration
• Capable of addressing straightforward and routine 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 customers
• Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline 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 customer queries
• Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from 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
• Handle 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 payer outreach, as needed, to support the completion of a booking or the resolution of an issue
• Solve complex payment 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 payment issues and payer trends - be the voice of the payer 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 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 customer needs and company goals with a positive and proactive attitude
• Have fun while working hard with a goal-oriented team

Preferred Qualifications

• Business proficiency in English and any additional language would be a plus
• 2 years of experience in customer support, a background in banking or payments is a plus

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!)