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Global Payments Expert
hace 1 mes
As a key member of the Flywire team, you will play a vital role in delivering exceptional payment experiences for our clients and their customers.
About Us
Flywire is a global payments enablement and software company, dedicated to making high-stakes, high-value payments across the education, healthcare, travel, and B2B industries seamless. With over 4,000+ global clients, we've digitized payments in more than 140 currencies across 240 countries and territories worldwide.
We're looking for talented individuals to join our dynamic team as we continue to grow and expand our services.
The Opportunity
We're seeking a highly skilled Payment Experience Associate to provide expert support and guidance to our clients and their customers. As a Payment Experience Associate, you will be the first point of contact at Flywire, equipped with broad knowledge of our core business capabilities. You'll troubleshoot any aspect of our payer's problems, providing accurate, efficient, and personalized solutions.
You'll work closely with all departments in a fast-paced environment where growth and change are the norm. A strong problem-solver, you'll be excited to be part of a spirited team and possess a foundational understanding of our products, services, and support processes.
Your Key Responsibilities
- Develop a thorough understanding of our company's products, services, and policies to provide accurate and efficient solutions.
- Handle customer inquiries and concerns by phone, chat, email, or other applicable 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.
- Stay updated on new product features, updates, and company policies to provide accurate and current information.
- Take initiative in new projects contributing to the greater success of the business.
- Be highly flexible and open to changes in job responsibilities, processes, and procedures as the company grows and evolves.
What We Offer
- A competitive estimated salary range of $60,000 - $80,000 per year, depending on experience.
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program
- Dynamic & Global Team
- Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days
Required Skills and Qualifications
- Bachelor's degree in Business Administration, Marketing, Communications, or related field.
- At least 2 years of experience in customer support, preferably in the banking or payments industry.
- Business proficiency in English; any other language such as French or Portuguese would be an asset.
- Strong written and verbal communication skills, confident engaging with customers across various contact channels.
- Experience communicating with a global customer base and/or demonstrate an empathetic and culturally-aware communication style.
