Payment Experience Associate

COMPANY DESCRIPTION

**Flywire** is a global payments enablement and software company, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.Today, we’ve digitized payments for more than 2,450 global clients across education, healthcare, travel & B2B, covering more than 240 countries and territories and supporting over 140 currencies. And, we’re just getting started

With over 600 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.
- Location**:100 Tras Street** **#16-01** **100 Am** **Singapore 079027**

DESIGNATION : [Flywire Singapore] Payment Experience Associate

RESPONSIBILITIES

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**.
- 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
- 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
- Fluency in English and an additional language (For eg. Korean, Japanese, Vietnamese) will be a good to have, to support our payers in Korea, Japan and Vietnam markets
- Excellent phone etiquette and the ability to listen, understand, and find a solution to complex customer requests
- The desire to talk to customers on a daily basis
- An interest in data, and an understanding of its importance in driving change
- Comfortable multi-tasking; ability to perform under pressure
- Ability to work on a flexible schedule (e.g. shift rotations, public holidays)
- Familiarity with CRM software

OTHER INFORMATION
- Work with brilliant people that will keep you on your toes, learn more about their journeys by checking out #Inside**Flywire** 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
- Great Talent & Development Programs

We are excited to get to know you Throughout our process you can expect 4-5 rounds of interviews with different FlyMates including the Hiring Manager, Peers on the team, the VP of the department, and a homework assignment (don’t worry - this is the fun part) 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 30 nationalities across 12 different offices, and diversity and inclusion 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.