Payment Experience Associate, Flywire
$40-48k
+ RSUs
More information about location
Global payments processing
Open for applications
Global payments processing
1001+ employees
Open for applications
$40-48k
+ RSUs
More information about location
1001+ employees
Company mission
To save international students and their families money that would otherwise be lost on bank fees and unfavorable foreign exchange rates.
Role
Who you are
- Business proficiency in English
- 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
- Must be willing to work to work weekends
- Communication
- Demonstrates 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
What the job involves
- 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
- Develop a thorough understanding of the company’s products, services, and policies to provide accurate, efficient and personalized 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
- Possesses a foundational understanding of the company’s products, services, and support processes
- Capable 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
- Familiar 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 escalate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to customer queries
- Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from customer interactions
Our take
Flywire is a digital platform that simplifies the paying experience for international transactions. Flywire leverages its vertical-specific software and payments technology to deeply embed within client's existing accounts-receivable workflows.
Flywire was first set up to help international students pay their tuition for American colleges, but has since grown into a global payments enablement and software company. It has processed billions of dollars in payments for clients across the world and recently secured approval for its major payment institution license, enabling it to operate domestic money transfer and cross-border money transfer services.
Flywire serves clients across education, healthcare, travel, and B2B, including several Ivy League schools, and top US hospital systems. The company appears to be focussed on growth, including by strategic acquisitions and entry into new markets, recently in the Asia Pacific and Australia, as well as further developing its channel partners ecosystem.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
12% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2021
$60m
SERIES F
Feb 2020
$120m
SERIES E
Total funding: $323.2m
Company benefits
- 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!
- Work From Home Stipend
- Great Talent & Development Programs (Managers Taking Flight – for new or aspiring managers!)
Company values
- Global Collaboration. We believe in teamwork. Together we are greater than the sum of individual FlyMates, across experience, location and position. We seek to understand and embrace everyone’s uniqueness, and leverage the power of our FlyMates and customers’ cultural differences and perspectives to create magic.
- Authenticity. We never compromise on integrity, honesty, and kindness. We believe in staying true to oneself, being courageous enough to share your voice and humble enough to admit when you are wrong. Above all, we are straight shooters who encourage both giving and receiving feedback.
- Fulfillment. We recognize that fulfillment comes from personal and professional satisfaction, from bringing our whole selves to work. It is understanding what ignites our individual passions and gets us excited, while being inclusive and knowing that this is different for everyone. We believe that by engaging with the wider community, giving back and contributing, our greater purpose is fulfilled.
- Execution. We take calculated risks and make smart decisions quickly to accomplish our objectives. We are helpful and supportive of each other, yet we hold each other accountable to delivering with a sense of urgency in all that we do.
- Ambitious Innovation. We continuously look for ways to deliver more and new value to our customers, partners and people. We are leaders not followers, curious and open-minded, we recognize there is always room for improvement and strive for excellence and welcome new ideas.
- Evolved Learning. The importance of actively listening, questioning, challenging, and accepting isn’t lost on us. We are a learning organization, eager to expand as individuals, as teams and as a company. We live by the knowledge that there is no endpoint to learning, that there is always room for growth.
Company HQ
Boston, MA
Articles
Leadership
Mike Massaro
(CEO, not founder)Consultant at PwC. VP Strategic Accounts at Carrier IQ, before joining Flywire as VP Business Development in 2013. Became CEO upon departure of founder Iker Marcaide in 2013.
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