Full-Time Payment Experience Associate I

• 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.

• General Business proficiency in English.
• 3 years of experience in customer support, a background in banking or payments is a plus.
• Communication 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.

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