Payment Experience Associate II ( Contact Centre)

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.

What more do we need to truly be unstoppable Perhaps, that is you!

Who we are:

Flywire is a global payments enablement and software company, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.

Today we support more than 5,100 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.

With over 1,200 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.

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 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 all departments in a fast-paced environment where growth and change are the norm. A Payment Experience Associate 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

• Handle customers questions and concerns by phone, chat, and email with speed, professionalism and empathy
• Be a brand ambassador and make a positive first impression of Flywire
• Provide efficient and personalized solutions to Flywire users
• Carry out proactive payer outreach, as needed, to support the completion of a booking
• Collect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to Experience Specialists
• Solve complex payment problems utilizing different software tools
• Conduct daily follow-up with previously unresolved requests
• Find ways to make our services more convenient for payers
• Be inspired to take initiative in new projects
• Have fun while working hard with a goal-oriented team
  
  

Here's What We're Looking For:

• Fluency in English and Hindi (required), Fluency in additional languages will be an advantage
• Experience in banking/Fx/cross border payments/student education background etc will be an advantage
• Excellent communication skills in both writing and speaking, great phone etiquette
• Customer oriented mindset, able to listen, understand, and find a solution to complex customer requests with professionalism and empathy
• Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)
• A team player, able to work with the team locally or remotely, supporting each other, collaborating for managing the payer inquiries and country specific projects
• Comfortable with multi-tasking (email, chat, call); ability to perform under pressure
• Ability to work on a flexible schedule (e.g. shift rotations, weekend, public holidays)
• Customer service experience (2-4 years)
• Experience in upsells and cold calling (preferred)
• Familiarity with CRM software (preferred)

Technologies We Use:

• Zendesk
• Google Suite
• Looker
  
  

What We Offer:

• Competitive compensation
• 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 go-to person for any questions.

Flywire is an equal opportunity employer and follows a policy of administering all employment decisions and personnel actions without regard to race, colour, religion, sex, pregnancy, gender identity, national origin, age, ancestry, physical or mental disability, sexual orientation, genetic disposition or carrier status, veteran status, or any other category protected under applicable national, federal, state or local law.