Payment Experience Associate

Company Description**
Are you ready to trade your job for a journey? Become a FlyMate**

Passion, excitement & global collaboration are all core to what it means to be a FlyMate. At Flywire, we’re on a mission to deliver the world’s most important and complex payments. We use our Flywire Advantage - the combination of our next-gen payments platform, proprietary payment network and vertical specific software, to help our clients get paid, and help their customers pay with ease - no matter where they are in the world.
**Who we are**:
Flywire is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 2,400 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started

With over 500 global FlyMates, representing more than 40 nationalities, and in 12 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.

Job Description**
The Opportunity**:
We, at Flywire, are seeking a Payment Experience Specialist - Payment Experience roles at Flywire are not your typical ‘support’ roles. As the first point of contact at Flywire, you will be equipped with broad knowledge of Flywire's core business capabilities, which alongside your positive attitude and the support of our amazing global team, allows you to troubleshoot any aspect of our payer’s problems.

As part of this role, you will liaise closely with Client & Payment Experience Managers, Client & Payment Experience Specialists and all departments in a fast-paced environment where growth and change are the norm. A Payment Experience Specialist is a problem-solver, who is excited to be a part of a spirited team and is a knowledge expert to solve complex payer inquiries. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day will be filled with communicating internationally. Strong written and verbal communication skills are also required. The role offers a strong base to build a career within Flywire.

You will be primarily responsible for supporting payer enquiries as well as being the first escalation point for Associate-level team members, serving as a content expert for Flywire payment offerings and products. You will also support the regional CPE function through short-term project work as necessary. Key responsibilities include:

- Carry out proactive payer outreach as needed to support the completion of a booking or to gain insight into the payer’s experience
- Be the first escalation point for Associate-level teammates, serving as a content expert for Flywire payment offerings and products
- Support the regional CPE Specialist and Manager as needed with project-related tasks
- Collect payer feedback to understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight both within the CPE team and beyond
- Contribute to the CPE function identifying areas for internal efficiency based on data analysis & feedback
- Take an active role in identifying content gaps in our external and internal knowledge base, assisting in content creation as needed
- Work with the regional CPE Specialist to coordinate responses in the event of system down-time / other
- Assist with regular administrative tasks such as the creation of monthly schedules for live contact support and scheduled tasks, meeting preparation, weekly updates & training

Qualifications**
Here’s What We’re Looking For**:

- 2+ years experience in multi-channel customer facing support roles
- Fluency in English(required); Spanish as a second language required
- Excellent phone etiquette and the ability to listen, understand, and find a solution to complex customer requests
- The desire to talk to customers on a daily basis
- An interest in data, and an understanding of its importance in driving change
- Comfortable multi-tasking; ability to perform under pressure
- Ability to work on a flexible schedule (e.g. shift rotations, public holidays)
- International experience (preferred)
- Familiarity with CRM software (preferred)

Additional Information**
What We Offer**:

- Competitive compensation, including stock options
- Flying Start - Our immersive Global Induction Program (Meet our Execs & Global Teams)
- Work with brilliant people that will keep you on your toes, learn more about their journeys
- by checking out #InsideFlywire on social media
- Dynamic & Global Team (we have been collaborating virtually for years)
- Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes) with Global FlyMates Be a meaningful part in our success - every FlyMate makes an impact
- Competitive time off including FlyBetter Days to volunteer in a cause you believe in
- WFH Stipend & Digital Disconnect Days
- Great Talent