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 be equipped with broad knowledge of Flywire's core business capabilities. You will be the first person customers connect with Flywire, guiding them through their payment process. You will liaise with all departments in a fast-paced environment. A Payment Experience Associate is a problem-solver, excited to be part of a spirited team and a knowledge expert to solve complex payment inquiries.

Develop a substantial understanding of the company’s products, services, and policies to provide accurate, efficient, and personalized solutions.

Address complex customers’ questions and concerns by phone, chat, email, or other 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.

Solve complex payment problems using software tools and collaborating with team members.

Conduct daily follow-up with previously unresolved requests.

Handle escalations from Associate I.

Collect feedback to better understand payment issues and payer trends – be the voice of the payer.

Stay updated on new product features and company policies.

Take initiative in new projects.

Support in training new team members.

Be highly flexible and open to change.

Take on new responsibilities and adapt to shifts in customer needs.

Have fun while working hard with a goal-oriented team.

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