Full-Time Payment Experience Associate I (Spanish Speaking)

About the Role: Payment Experience roles are not typical support roles. You'll be the first point of contact, equipped with broad knowledge of Flywire's business, to troubleshoot payer issues.

Responsibilities:

• Develop a thorough understanding of Flywire's products, services, and policies.
• Handle customer questions and concerns (phone, chat, email) with speed, professionalism, and empathy.
• Act as a brand ambassador and provide a positive first impression.
• Carry out proactive payer outreach to support bookings/issue resolution.
• Solve complex payment problems, utilizing tools and collaborating with team members/departments.
• Conduct daily follow-up on unresolved requests.
• Collect feedback to identify payment issues and trends, escalating insights to senior members.
• Stay updated on new product features/policies.
• Be proactive and take initiative on new projects.
• Be flexible and adaptable to changes in job responsibilities, processes, and procedures.
• Be enthusiastic, goal-oriented, and enjoy working hard as part of a team.

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