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 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 are looking for a Payment Experience Associate who is comfortable working the evening shift 12 00 PM - 8 00 PM IST 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 Qualifications Here s What We re Looking For Fluency in English and Hindi required Fluency in Punjabi and or Malyalam is highly preferred Experience in banking Fx cross border payments student education background etc will be an advantage Excellent communication skills in both writing and speaking great phone etiquette Customer oriented mindset able to listen understand and find a solution to complex customer requests with professionalism and empathy Self motivated and self disciplined take ownership accountability solving enquiries from start to finish A team player able to work with the team locally or remotely supporting each other collaborating for managing the payer inquiries and country specific projects Comfortable with multi-tasking email chat call ability to perform under pressure Ability to work on a flexible schedule e g shift rotations weekend public holidays Customer service experience 2-4 years Experience in upsells and cold calling preferred Familiarity with CRM software preferred Technologies We Use Zendesk Google Suite Looker Additional Information What We Offer Competitive compensation including Restricted Stock Units Employee Stock Purchase Plan ESPP Flying Start - Our immersive Global Induction Program Meet our Execs Global Teams Work with brilliant people that will keep you on your toes learn more about their journeys by checking out InsideFlywire on social media Dynamic Global Team we have been collaborating virtually for years Wellbeing Programs Mental Health Wellness Yoga Pilates HIIT Classes with Global FlyMates Be a meaningful part in our success - every FlyMate makes an impact Competitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect Days Great Talent Development Programs Managers Taking Flight - for new or aspiring managers 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 40 nationalities across 12 different offices diversity gender equality and inclusion are 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 Li-Hybrid