Payment Experience Associate I ( Contact Centre)

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