Payment Experience Associate I

Flywire1; Valencia; Híbrido; EUR 26.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Work From Home Stipend

Flexible schedule

Equity / stock options

Benefits like health insurance

Descripción de la vacante

Flywire is seeking a Payment Experience Associate to be the first point of contact for payers, guiding them through the payment process and resolving inquiries. You will liaise with multiple departments in a fast-paced, globally connected environment and deliver accurate information with empathy.

The role requires strong English and a willingness to work 11am-7pm, Monday to Friday. A background in banking or payments is a plus, and the position offers opportunities for career growth.

Formación

• 2 years of customer support experience.
• Background in banking or payments is a plus.
• Fluent in English; French or Portuguese preferred.

Responsabilidades

• Handle questions and concerns by phone, chat, email or other channels with speed and empathy.
• Be a brand ambassador and set a positive first impression of Flywire.
• Proactively reach out to customers to support bookings or issue resolution.
• Resolve complex payment inquiries using various tools and collaborating with teammates.
• Maintain daily follow-ups on unresolved requests and share payer insights with leadership.
• Stay updated on product features and company policies to provide accurate information.

Conocimientos

English proficiency

French or Portuguese

Herramientas

Zendesk

Google Workspace

Looker

Slack

Descripción del empleo

Employee Stock Purchase Plan (ESPP) 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! Work From Home Stipend Great Talent & Development Programs (Managers Taking Flight - for new or aspiring managers!) Throughout our process you can expect to meet with different FlyMates including the Hiring Manager, Health insurance Flexible schedule Equity / stock options

Additional Information

This role is a Valencia office / hybrid role. Please bear this in mind!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 be the first person customers connect with Flywire who guides them through their payment process. 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 payment inquiries. You're highly skilled at uncovering 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 willDevelop a thorough understanding of the company's products, services, and policies to provide accurate, efficient and personalised solutions to Flywire users.Handle 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 payer outreach, as needed, to support the completion of a booking or the resolution of an issue.Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments.Conduct daily follow-up with previously unresolved requests.Collect feedback to better understand payment issues and payer trends - be the voice of the 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 customers.Be inspired to take initiative in new projects that contribute to the greater success of the business.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 in customer needs and company goals with a positive and proactive attitude.Have fun while working hard with a goal-oriented team.Here's What We're Looking For:Business proficiency in English and French or Portuguese.2 years of experience in customer support, a background in banking or payments is a plus.Strong work ethic focused on learning and effectively performing assigned tasks.Availability to work 11am-7pm, Monday to Friday.CommunicationDemonstrates strong written and verbal communication skills, confidently engaging with customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting customer interactions and follow-up actions.Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.Efficient communication with internal teams and demonstrate global collaboration.Knowledge & ApplicationCapable of addressing straightforward and routine customer issues by adhering to established guidelines and standard operating procedures (SOPs).Maintains up-to-date knowledge of products and services to provide accurate and reliable information to customers.Problem SolvingFamiliar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline customer inquiries across multiple channels and platforms.Proactiveness and to elevate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to customer queries.Data AnalysisResponsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from customer interactions.Technologies We Use:ZendeskGoogle WorkspaceBanking and partner back officesLookerSlack

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