Payment Experience Associate I

Payment Experience Associate I (French Speaker)

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.

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.
• Address complex customers' questions and concerns by phone, chat, email or any applicable contact channels with speed, professionalism and empathy. Be a brand ambassador and make a positive first impression of Flywire.
• 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.

Here’s What We’re Looking For :

General

Communication

Knowledge & Application

Problem Solving

Data Analysis

Projects

What We Offer :

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. With over 30 nationalities across 12 different offices, and diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset, and we’re excited to watch our unique culture evolve with each new hire.

Flywire is an equal opportunity employer.

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