Payment Experience Associate I (Contact Centre)
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