Payment Experience Associate II

Summary

Join Flywire as a Payment Experience Associate II and become the first point of contact for customers, guiding them through the payment process. You will utilize your problem-solving skills and product knowledge to address complex inquiries via various channels. This role involves collaborating with different departments, proactively reaching out to payers, and handling escalations. You will contribute to service improvement by collecting feedback and identifying trends. The position offers a strong foundation for career growth within Flywire and a chance to be part of a dynamic global team.

Requirements

• Business proficiency in English
• 3 years of experience in customer support, a background in banking or payments is a plus
• Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style
• 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
• Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions
• Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks
• Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement
• Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations
• Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation
• Collects and reports customer feedback, identifying recurring themes and issues
• Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery
• Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends
• Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support
• Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary
• Assists in the training and support of newer team members as needed

Responsibilities

• Develop a substantial understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users
• Address complex 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
• Handle escalations from Associate I, ensuring customer satisfaction
• 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
• Support in training new team members as needed and guide Associate I in best practices
• 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

Benefits

• Competitive compensation, including Restricted Stock Units
• Employee Stock Purchase Plan (ESPP)
• Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
• Dynamic & Global Team (we have been collaborating virtually for years!)
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
• 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!)