Payment Experience Associate
hace 3 semanas
About the Role
We are seeking a highly skilled Payment Experience Associate to join our team at Flywire. As a Payment Experience Associate, you will be the first point of contact for our customers, guiding them through their payment process and providing personalized solutions to their queries.
Key Responsibilities
- Develop a thorough understanding of Flywire's products, services, and policies to provide accurate and efficient solutions to customers.
- Handle customer inquiries and concerns via phone, chat, email, or other contact channels with speed, professionalism, and empathy.
- Carry out proactive payer outreach to support the completion of bookings or resolution of issues.
- Solve complex payment problems using different software tools and collaborating closely with team members and other departments.
- Conduct daily follow-up with previously unresolved requests.
- Collect feedback to better understand payment issues and payer trends, and escalate insights to 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.
- Be highly flexible and open to change in job responsibilities, processes, and procedures as the company grows and evolves.
Requirements
- Business proficiency in English; any other language such as French or Portuguese would be a plus.
- 2 years of experience in customer support, a background in banking or payments is a plus.
- Strong work ethic focused on learning and effectively performing assigned tasks.
What We Offer
- Competitive compensation, including Restricted Stock Units.
- Employee Stock Purchase Plan (ESPP).
- Flying Start - Our immersive Global Induction Program.
- Dynamic & Global Team.
- Wellbeing Programs.
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days.
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