Cpe Associate I, Operations Support

**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 more than a decade ago to solve high-stakes, high-value payments in higher education. We’ve since scaled into new regions and industry verticals and expanded our product offerings to deliver meaningful value to our clients around the world.Today we support more than 4,800 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.**Job Description** The Opportunity**:We, at Flywire, are seeking a CPE Associate I, Operations Support.Client& Payment Experience roles at Flywire are not your typical ‘support’ roles. As a key point of contact for handling escalated inquiries from Flywire internal stakeholders, 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 client & payer’s problems.As part of this role, you will be the key point of contact for handling escalated inquiries from Flywire internal stakeholders, guiding clients and customers through their Payins and Payouts processes. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Client& 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 Payins and Payouts inquiries. You're highly skilled at uncovering clients and 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- Carry out proactive client & payer’s outreach, as needed, to support the completion of a booking or the resolution of an issue.- Solve complex Payins and Payouts problems utilizing different software tools and collaborating closely with team members and other departments.- Conduct daily follow-up with previously unresolved requests.- Collect feedback to better understand Payins and Payouts issues and client & payer’s trends - be the voice of the client & payer’s 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 clients and customers.- Be inspired to take initiative in new projects that contribute to the greater success of the business.- 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 clients and 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.- 2 years of experience in client and customer support, a background in banking or payments is a plus.- Strong work ethic focused on learning and effectively performing assigned tasks.**Communication**- Experience communicating with a global client and customer base and/or demonstrate an empathetic and cultural-aware communication style.- Efficient communication with internal teams and demonstrate global collaboration.**Knowledge & Application**- Possesses a foundational understanding of the company’s products, services, and support processes.- Capable of addressing straightforward and routine client and customer issues by adhering to established guidelines and standard operating procedures (SOPs).- Maintains up-to-date knowledge of products and services to provide accurate and reliable information to clients and customers.**Problem Solving**- Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline client and customer inquiries across multiple channels and platforms.- Proactiveness and to escalate more complex issues to higher levels of