Client Payment Experience Associate II, Operations Support

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.

Job Description

We, at Flywire, are seeking a Client & Payment Experience Associate II, Operations Support

Client &Payment Experience (CPE) roles at Flywire are not your typical 'support' roles. As the key point of contact for handling escalated inquiries from Flywire internal stakeholders, 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 client & payer's problems.

As part of this role, you will be the key point of contact for handling escalated inquiries from Flywire internal stakeholders, guiding clients and customers through their Payins and Payouts processes. . You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Client&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 Payins and Payouts inquiries. You're highly skilled at uncovering clients and 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. Be a subject matter expert on the Payins and Payouts topic supported by the CPE function.
• Address complex clients and 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 client & payer outreach, as needed, to support the completion of a booking or the resolution of an issue.
• Solve complex Payins and Payouts 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 client and customer satisfaction.
• Collect feedback to better understand Payins and Payouts issues and client & payer trends - be the voice of the client & 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 clients and 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 inclient and customer needs and company goals with a positive and proactive attitude.
• Have fun while working hard with a goal-oriented team.

Qualifications

Here's What We're Looking For:

General

• Business proficiency in English and {language requirement}.
• 3 years of experience in client and customer support, a background in banking or payments is a plus.

Communication

• Experience communicating with a global client and customer base and/or demonstrate an empathetic and cultural-aware communication style.
• Demonstrates strong written and verbal communication skills, confidently engaging with clients and customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting client and customerinteractions and follow-up actions.
• Proficient in using positive language to de-escalate potential conflicts, ensuring smooth client and customer interactions.

Knowledge & Application

• Demonstrates ability to train and gain substantial understanding of Flywire products and Payins and Payouts methods, applying knowledge and skills to handle a broad range of tasks.
• Possesses knowledge of more complex client and customer scenarios and a wider array of solutions, with an understanding of client and customer feedback mechanisms and their role in service improvement.

Problem Solving

• Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
• Anticipates common client and customer issues, proactively offering tailored suggestions to resolve them before escalation.

Data Analysis

• Collects and reports client and customer feedback, identifying recurring themes and issues.
• Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery.
• Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or client and customer trends.

Projects

• Starts analyzing client and customer data trends, identifying common issues, and reporting them to higher-level support.
• Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary.
• Assists in the training and support of newer team members as needed.

Technologies We Use:

• Zendesk
• Google Workspace
• Banking and partner back offices
• 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