Payment Experience Associate I

**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.

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, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,300+ 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 1000+ global FlyMates, representing more than 40 nationalities, and in 14 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 Associate I**.

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 be the first person customers connect with Flywire who guides them through their payment process. 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 payment inquiries. You're highly skilled at uncovering customers' needs, then following through with enlightening solutions. Resilience, curiosity, cultural awareness, and empathy are key traits, as your day-to-day 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 company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users.
- 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 follow-up 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 goal-oriented team.

**Qualifications** Here’s What We’re 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 cultural-aware communication style.
- Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions.

**Knowledge & Application**
- 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**