Flywire
payments
PaymentExperienceAssociateII
Neural analysis suggests this role is
optimal for mid candidates.
“Payment Experience Associate II at Flywire. Skills: problem-solver, knowledge expert, communicating internationally. 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”
What You'll Achieve.
support the completion of a booking; escalating insight to Experience Specialists
Industry & Context.
problem-solver; troubleshoot any aspect of our payer’s problems; Solve complex payment problems
Ability to work on a flexible schedule (e. g. shift rotations, weekend, public holidays)
What They're Looking For.
Must Have
Fluency in English and Hindi, 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)
Nice to Have
Fluency in additional languages will be an advantage, Experience in banking/Fx/cross border payments/student education background etc will be an advantage, Experience in upsells and cold calling, Familiarity with CRM software
What You'll Do.
Handle customers' questions and concerns by phone
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
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
How You'll Work.
Team & Collaboration
liaise closely with all departments; support of our amazing global team; 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; Work with brilliant people that will keep you on your toes; Dynamic & Global Team
Communication Scope
written and verbal communication skills; Excellent communication skills in both writing and speaking; great phone etiquette
Full Job 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. 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 international
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