Payment Experience Associate II
Payment Experience Associate II
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1 Vacancy
Job Description
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 at Flywire you will be equipped with broad knowledge of Flywires core business capabilities which alongside your positive attitude and the support of our amazing global team allows you to troubleshoot any aspect of our payers problems.
As part of this role you will be the first person customers connect with Flywire who guides them through their payment process. You will liaise closely with all departments in a fastpaced environment where growth and change are the norm. A Payment Experience Associate is a problemsolver who is excited to be a part of a spirited team and is a knowledge expert to solve complex payment inquiries. Youre highly skilled at uncovering customers needs then following through with enlightening solutions. Resilience curiosity cultural awareness and empathy are key traits as your daytoday will be filled with communicating internationally. The role offers a strong base to build a career within Flywire.
You will
- Develop a substantial understanding of the companys products services and policies to provide accurate efficient and personalized solutions to Flywire users.
- Address complex customers questions and concerns by phone chat email or any applicable contact 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 to support the completion of a booking or the resolution of an issue.
- Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.
- Conduct daily followup with previously unresolved requests.
- Handle escalations from Associate I ensuring customer satisfaction.
- Collect feedback to better understand payment issues and payer trends be the voice of the payer within Flywire escalating insight to the 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.
- Support in training new team members as needed and guide Associate I in best practices.
- Be highly flexible and open to change in job responsibilities processes and procedures as the company grows and evolves.
- Take on new responsibilities and adapt to shifts in customer needs and company goals with a positive and proactive attitude.
- Have fun while working hard with a goaloriented team.
Qualifications :
Heres What Were Looking For:
General
- Business proficiency in English.
- 3 years of experience in customer support a background in banking or payments is a plus.
Communication
- Experience communicating with a global customer base and/or demonstrate an empathetic and culturalaware communication style.
- Demonstrates strong written and verbal communication skills confidently engaging with customers across all contact channels (including phone chat email WeChat WhatsApp etc. and accurately documenting customer interactions and followup actions.
- Proficient in using positive language to deescalate potential conflicts ensuring smooth customer interactions.
Knowledge & Application
- Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods applying knowledge and skills to handle a broad range of tasks.
- Possesses knowledge of more complex customer scenarios and a wider array of solutions with an understanding of customer feedback mechanisms and their role in service improvement.
Problem Solving
- Handles assignments of moderate difficulty exercising judgment in resolving issues and making informed recommendations.
- Anticipates common customer issues proactively offering tailored suggestions to resolve them before escalation.
Data Analysis
- Collects and reports customer feedback identifying recurring themes and issues.
- Communicates effectively within the team collaborating closely with colleagues to ensure seamless service delivery.
- Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.
Projects
- Starts analyzing customer data trends identifying common issues and reporting them to higherlevel support.
- Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary.
- Assists in the training and support of newer team members as needed.
Technologies We Use:
- Zendesk
- Google Workspace
- Banking and partner back offices
- Looker
Additional Information :
What We Offer:
- Competitive compensation including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- 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 and Digital Disconnect Days!
- Great Talent & Development Programs (Managers Taking Flight for new or aspiring managers!
Submit today and get started!
We are excited to get to know you! Throughout our process you can expect to meet with different FlyMates including the Hiring Manager Peers on the team the VP of the department and a skills assessment. Your Talent Acquisition Partner will walk you through the steps and be your goto person for any questions.
Flywire is an equal opportunity employer. With over 40 nationalities across 12 different offices diversity gender equality and inclusion are at the core of our people agenda. We believe our FlyMates are our greatest asset and were excited to watch our unique culture evolve with each new hire.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
