Full-Time Payment Experience Associate I

The Opportunity: At Flywire, we seek a Payment Experience Associate I. These roles aren't typical support roles. As the first point of contact, you'll have broad knowledge of Flywire's business to troubleshoot payer problems. You'll guide customers through their payment process, liaising with various departments. A strong problem-solving ability is crucial, alongside knowledge expertise to resolve complex payment inquiries.

Responsibilities:

• Develop thorough understanding of products, services, and policies to provide accurate solutions.
• Handle customer inquiries (phone, chat, email) with speed, professionalism, and empathy.
• Be a brand ambassador, making a positive first impression.
• Proactively support bookings/resolve issues.
• Solve complex payment issues using various tools and collaborating with teams.
• Follow up on unresolved requests daily.
• Gather customer feedback to understand trends and escalate insights.
• Stay updated on new features, updates, and policies.
• Take initiative in new projects.
• Be flexible and adapt to changes in responsibilities, processes, and procedures.
• Take on new responsibilities and adapt to changing customer needs.

Requirements:

• General Business Proficiency: Strong English skills.
• Experience: 2+ years customer service experience, banking/payments experience a plus.
• Communication: Strong written/verbal communication skills, confident interactions with customers, accurate documentation.
• Experience: Communicating with a global customer base, demonstrating empathy and cultural awareness.
• Knowledge & Application: Foundational understanding of products/services and support processes.
• Problem Solving: Familiar with SOPs and troubleshooting techniques.
• Proactiveness: Escalate complex issues, utilize active listening.
• Data Analysis: Basic data entry/reporting tasks, accurate documentation.
• Weekend Availability: Willing to work weekends.

Skills:

• Customer Support
• Problem Solving
• Communication
• Time Management
• Collaboration

Tools Used: Zendesk, Google Workspace, banking/partner back offices, Looker

Benefits: Competitive compensation, stock options, global induction program, dynamic and global team, wellness programs, time off benefits, development programs, and more.

Equal Opportunity Employer: Flywire values diversity and inclusion.

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