Payment Experience Associate, Payouts

**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 a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,700+ global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started

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**:
Flywire is looking for a **Payment Experience Associate, Payouts** to manage all refund and Payables-related enquiries as the key point of escalation in the region. In this role, you’ll strategically drive receiver experience from a communication perspective, ensuring that receiver satisfaction and experience is at the heart of all processes and decisions. You will be the voice for receivers within your region, using quantitative and qualitative data to inform change. This individual will report to the local Payment Experience Team Lead.

You will ultimately be responsible for all aspects of a user’s crediting-of-fund support using a broad and deep understanding of the product offerings and back office processes affecting the user.

In this role, you will be accountable for the adherence to service level KPIs relating to refund and payables payment engagement, working with the Refunds & Payables team as well as the wider CPE function to optimize all credit-of-funds-related engagements. You will collaborate with other Payouts members across the globe ensuring consistency and standardization while also maintaining required regional nuance.
**Qualifications** Key Responsibilities**:

- Carry out proactive outreach as needed to support the completion of a refund or to gain insight into the user’s experience
- Be the first escalation point for CPE Associate-level teammates, serving as a content expert for Flywire refunds and Payables products
- Collaborative owner of Refund communications
- Manage the process for all KYC payer outreach
- Manage the process for all KYC document screening
- Manage the process for all proof of refund requests
- Escalate all KYC outreach to CE for additional payer contact details from client
- Be in active collaboration with Refunds Customer Service
- Manage training & education of refund best practice in region
- Responsible for service level KPIs related to refunds & the Payables product
- Support the Regional Payment Experience Manager as needed with project-related tasks
- Collect payer feedback to understand issues and refunder trends - be the voice of the receiver within Flywire escalating insight both within the CPE Payouts team and beyond
- Contribute to the CPE Payouts function identifying areas for internal efficiency based on data analysis & feedback
- Take an active role in identifying content gaps in CPE internal and external knowledge base, assisting in content creation or correction as needed

**Here’s What We’re Looking For**:

- In depth knowledge of Flywire’s products and refund processing
- Consistent high-level execution against CPE standards
- Proven ability to handle even the most difficult inquiries efficiently and with empathy
- Excellent phone etiquette and the ability to listen, understand and find a solution to complex customer requests
- In-depth knowledge with CPE’s software and tools
- Broad knowledge of other departmental processes related to CPE
- Fluency in English (required); other languages are a plus
- Strong analytical and computer skills
- A flexible work schedule
- Competency with Zendesk, Looker Refund tool & Matching Tool

**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