Full-Time Payment Experience Associate I (Spanish Speaking)

The Opportunity: We, at Flywire, are seeking a Payment Experience Associate I. Payment Experience roles are not typical support roles. As the first point of contact, you'll have broad knowledge of Flywire's business and troubleshoot payer issues. You'll be the first point of contact, guiding customers through the payment process and liaising with various departments.

Responsibilities:

1. Develop a thorough understanding of products, services, and policies for accurate and efficient solutions.
2. Handle customer questions and concerns via phone, chat, email, etc., with speed, professionalism, and empathy.
3. Act as a brand ambassador, creating a positive first impression.
4. Conduct proactive payer outreach for booking completion or issue resolution.
5. Solve complex payment problems using tools and collaborating with team members.
6. Follow up on previously unresolved requests.
7. Collect feedback to understand payment issues and trends, escalating insights to senior members.
8. Stay updated on new features, updates, and policies for accurate customer information.
9. Take initiative on new projects.
10. Be flexible and adapt to changing responsibilities, processes, and procedures.
11. Take on new responsibilities and adapt to evolving customer needs and company goals.
12. Enjoy working hard with a goal-oriented team.

Qualifications:

• Communication: Strong written and verbal communication skills; confidently engaging with customers across all channels.
• Experience: 2+ years of customer support experience, banking/payments background a plus.
• Knowledge & Application: Foundational understanding of company products and support processes; address straightforward issues.
• Problem-Solving: Familiar with SOPs and basic troubleshooting; escalate complex issues; active listening skills.
• Data Analysis: Basic data entry and reporting; accurate documentation.
• Language: General business proficiency in English and Spanish.

Technologies: Zendesk, Google Workspace, Banking and partner back offices, Looker.

Compensation: $40,000-$48,000 + benefits (US)

Location Preferences: East Coast hubs (Boston, Atlanta, etc.).

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