Payment Experience Associate I

Company Description Are you ready to trade your job for a journey? Become a FlyMatePassion, 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 4,900 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 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 empathyBe a brand ambassador and make a positive first impression of FlywireProvide efficient and personalized solutions to Flywire usersCarry out proactive payer outreach, as needed, to support the completion of a bookingCollect feedback to better understand payment issues and payer trends - be the voice of the payer within Flywire escalating insight to Experience SpecialistsSolve complex payment problems utilizing different software toolsConduct daily follow-up with previously unresolved requestsFind ways to make our services more convenient for payersBe inspired to take initiative in new projectsHave 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 advantageExcellent communication skills in both writing and speaking, great phone etiquetteCustomer oriented mindset, able to listen, understand, and find a solution to complex customer requests with professionalism and empathySelf 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 pressureAbility 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:ZendeskGoogle SuiteLooker 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 mediaDynamic & 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 impactCompetitive time off including FlyBetter Days to volunteer in a cause you believe in and Digital Disconnect DaysGreat Talent & Development Programs (Managers Taking Flight – for new or aspiring managers)Submit today and get startedWe 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