Payment Support Specialist

**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, delivering high-stakes, high-value payments across the global education, healthcare, travel and B2B industries.

Today, we’ve digitized payments for more than 4,000+ global clients in more than 140 currencies across 240 countries and territories around the world. And, we’re just getting started

With over 1,300+ 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** The Opportunity**:
We, at Flywire, are seeking a Payment Support Senior Associate to carry out the following:

- Perform investigation on credits with issues that are escalated by PayIns teams on a daily basis via different platforms and tools
- Perform investigation on tickets escalated by any other support teams (CE/PE/PayIns/RMs) via different platforms and tools
- Take needed actions after the investigation in a timely and accurate manner to ensure that any payment with issues that cannot be auto-matched reaches its destination with as few issues as possible so our payers have a positive payment experience
- Gather frontline feedback during day to day operations, translate customer needs and issues spotted into plans and support these with thorough consideration and deep analysis
- Maintaining basic bank correspondence pertaining to payment status-related inquiries and compliance requests.
- Completing Ad Hoc/Secondary tasks assigned by the Senior Specialist, Team Lead or the Manager.
- Playing a supportive role in long term projects or quarterly objectives
- Participate in Internal Stakeholder meetings
- Training new hires

**Qualifications** Here’s What We’re Looking For**:
General
- Business proficiency in English.
- 5 years of experience in customer support, a background in banking or payments is a plus.
- Experience working as a skilled specialist, completing tasks in resourceful and effective ways.

Communication
- Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
- Handles escalated customer interactions with professionalism and empathy.
- Leads communication efforts for complex cases, including customer complaints and high-priority issues.
- Tailors communication strategies to suit different customer segments and situations, ensuring effective resolution and collaboration.

Knowledge and Application

Problem Solving
- Serves as the primary escalation point for the Associate group, managing escalations within CPE internal teams, external teams, and Level 1 support.
- Collects and analyzes issues and abnormalities within the support and payment processes, continuously working to improve and optimize workflows, standards, and management requirements throughout all stages of the payment process.
- Handles assignments that require significant judgment and initiative. Understands the broader implications of work and makes well-considered recommendations for solutions.
- Engages with both internal and external stakeholders to resolve complex customer issues and collaborate on initiatives, adapting communication style to achieve successful outcomes.

Data Analytics
- Demonstrates the ability to navigate ambiguity in new assignments, selecting appropriate methods and procedures. Identifies opportunities for process improvements and leads initiatives to implement them.
- Utilizes intermediate data analysis techniques to evaluate customer support metrics and trends, using insights to propose improvements to senior management or relevant teams, enhancing customer service and product quality.

Projects
- Project management skills, managing smaller initiatives by coordinating team efforts and ensuring deadlines are met for assigned project components.
- Experiencing delivering onboarding and refresher training sessions.
- Demonstrated leadership within the team, guiding and supporting colleagues in their daily tasks.

**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