Full-Time Payment Experience Associate I

The Opportunity: We are seeking a Payment Experience Associate I. These roles are not typical support roles; you'll be the first point of contact, with broad knowledge of Flywire's business. You'll troubleshoot payer problems, guide customers through payments, and liaise with all departments.

Responsibilities:

1. Develop a thorough understanding of products, services, and policies to provide accurate solutions.
2. Handle customer questions/concerns (phone, chat, email) with speed, professionalism, and empathy, representing Flywire positively.
3. Carry out proactive payer outreach to support bookings/issue resolution.
4. Solve complex payment problems, collaborating with team members and other departments.
5. Follow up on unresolved requests and collect feedback to identify trends.
6. Stay updated on product features, updates, and policies.
7. Take initiative in new projects.
8. Be flexible and adapt to company growth.
9. Have fun while working hard on a goal-oriented team.

Requirements:

• Strong English communication skills (written and verbal).
• 2+ years customer service experience (banking/payments experience a plus).
• Strong work ethic focused on learning and task performance.
• Willingness to work weekends.
• Experience communicating with a global customer base and/or an empathetic and culturally-aware communication style.
• Foundational understanding of company products/services/support processes.
• Proactive problem-solving skills, using active listening.
• Basic data entry and reporting skills, ensuring accurate data.

Skills & Technologies:

• Zendesk
• Google Workspace
• Banking & Partner Back Offices
• Looker

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