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

• Demonstrates strong 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.
• 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

• Serves as a subject matter expert and go-to person within the assigned support scope, including products, services, or specific markets.

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 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.