[Hiring] Client & Payment Experience Associate I, Operations Support @Flywire

Role Description

The Opportunity:

We, at Flywire, are seeking a CPE Associate I, Operations Support. Client & Payment Experience roles at Flywire are not your typical ‘support’ roles. As a 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.
• Guide clients and customers through their Payins and Payouts processes.
• Liaise closely with all departments in a fast-paced environment.
• Be a problem-solver and knowledge expert to solve complex Payins and Payouts inquiries.
• Uncover clients and customers' needs and follow through with enlightening solutions.
• Communicate internationally with resilience, curiosity, cultural awareness, and empathy.
• Build a career within Flywire.

Qualifications

• Business proficiency in English.
• 2 years of experience in client and customer support; a background in banking or payments is a plus.
• Strong work ethic focused on learning and effectively performing assigned tasks.
• Demonstrates strong written and verbal communication skills.
• Experience communicating with a global client and customer base.
• Possesses a foundational understanding of the company’s products, services, and support processes.
• Familiar with standard operating procedures and basic troubleshooting techniques.
• Responsible for basic data entry and reporting tasks.

Requirements

• Handle clients and customers' questions and concerns by phone, chat, email, or any applicable contact channels.
• Be a brand ambassador and make a positive first impression of Flywire.
• Carry out proactive client & payer’s outreach as needed.
• Solve complex Payins and Payouts problems utilizing different software tools.
• Conduct daily follow-up with previously unresolved requests.
• Collect feedback to better understand Payins and Payouts issues.
• Stay updated on new product features, updates, and company policies.
• Take initiative in new projects that contribute to the greater success of the business.
• Be highly flexible and open to change in job responsibilities.
• Have fun while working hard with a goal-oriented team.

Benefits

• Competitive compensation.
• Employee Stock Purchase Plan (ESPP).
• Flying Start - Our immersive Global Induction Program.
• Dynamic & Global Team.
• Wellbeing Programs (Mental Health, Wellness, Yoga/Pilates/HIIT Classes).
• Competitive time off including FlyBetter Days to volunteer.
• Great Talent & Development Programs.