Payment Experience Associate at Flywire
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 transform receivables and deliver on the most mission critical payments across education, healthcare, travel and B2B. We’ve got a leading technology platform and a global payments networked that is unrivaled. What more do we need to truly be unstoppable? Perhaps, that is you!
Who we are:
Flywire was founded in 2011 by a former international student, who experienced firsthand all the challenges of paying for college from another country—and made it his mission to solve them.
Today, Flywire has applied our high tech payments platform combined with our owned global payments network to expand and digitize the payment experience for over 3,000 education, healthcare, travel & B2B clients world-wide, processing more than $16B and covering more than 240 countries and territories globally. And, we’re just getting started!
With over 500 FlyMates distributed across 12 offices world-wide and representing more than 32 nationalities, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
We, at Flywire, are seeking a Payment Experience Associate!
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.
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
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
Here’s What We’re Looking For:
We have multiple openings on this team (must live on either East or West coast)
Fluency in English (required); Spanish or Mandarin as a second language required
Excellent phone etiquette and the ability to listen, understand, and find a solution to complex customer requests
The desire to talk to customers on a daily basis
An interest in data, and an understanding of its importance in driving change
Comfortable multi-tasking; ability to perform under pressure
Ability to work on a flexible schedule (e.g. shift rotations, public holidays)
International experience (preferred)
Familiarity with CRM software (preferred)
Technologies We Use:
Competitive compensation, including stock options
Work with brilliant people that will keep you on your toes
Professional & Personal growth opportunities
Partnerships on a global scale (we have been collaborating virtually for years!)
Be a meaningful part in our success - every FlyMate makes an impact
Competitive time off and FlyBetter Days to support any cause you believe in
Our Hiring Process:
We are excited to get to know you! Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (it is not that bad!). Your TA 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.