Full-Time Payment Experience Associate II

The Opportunity: We, at Flywire, are seeking a Payment Experience Associate II. Payment Experience roles at Flywire are not your typical ‘support’ roles. As the first point of contact, you will have broad knowledge of Flywire's core business. With your positive attitude and the support of our global team, you will troubleshoot payer problems. You are the first point of contact for customers, guiding them through their payment process. You'll liaise closely with all departments in a fast-paced environment.

Key Responsibilities:

• Develop a substantial understanding of company products, services, and policies to provide accurate, efficient, and personalized solutions.
• Address complex customer questions and concerns via phone, chat, email, or other channels with speed, professionalism, and empathy.
• Act as a brand ambassador, creating a positive first impression of Flywire.
• Conduct proactive payer outreach as needed to support bookings or issue resolution.
• Solve complex payment problems using various software tools and collaborating with team members and other departments.
• Conduct daily follow-up on unresolved requests.
• Handle escalations from Associate I, ensuring customer satisfaction.
• Collect feedback to understand payment issues and payer trends, escalating insights to senior members.
• Stay updated on new product features, updates, and company policies to provide accurate information to customers.
• Take initiative in new projects to contribute to business success.
• Support training of new team members and guide Associate I in best practices.
• Be flexible and adapt to changing job responsibilities, processes, and procedures.
• Take on new responsibilities and adapt to customer needs with a positive attitude.

Skills and Qualifications:

• Strong English communication skills.
• 3+ years of customer support experience; banking or payments experience a plus.
• Experience communicating with a global customer base; demonstrate empathy and cultural awareness.
• Proficient in written and verbal communication, confidently engaging with customers across all channels (phone, chat, email, WeChat, WhatsApp).
• Proficient in using positive language to de-escalate conflicts.
• Ability to train and gain a deep understanding of Flywire products and payment methods.
• Knowledge of complex customer scenarios and solutions.
• Understanding of customer feedback mechanisms.
• Ability to handle assignments, exercising judgment to resolve issues and make informed recommendations.
• Ability to anticipate customer issues, offering tailored solutions before escalation.
• Ability to collect and report customer feedback, identify recurring themes and issues.
• Effectively communicate within the team, collaborating to ensure seamless service delivery.
• Provide qualitative feedback to senior members on recurring issues or customer trends.
• Analyze customer data trends, identify issues, and report to senior support.
• Mentoring less experienced associates and sharing knowledge.
• Ability to work independently while offering guidance to peers.
• Assist in training and support of newer team members.

Technologies Used:

• Zendesk
• Google Workspace
• Banking and partner back offices
• Looker

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