Flywire Hiring for Payment Experience Associate at Bengaluru, Karnataka Full Time

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, founded a decade ago to solve high-stakes, high-value payments in education, using modern technology.

Today, we’ve digitized payments for more than 3,500+ 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 1,100+ 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 Experience Associate.

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.

You will

Handle customers’ questions and concerns by phone, chat, and email with speed, professionalism and empathy

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

Solve complex payment problems utilizing different software tools

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

Here’s What We’re Looking For:
Fluency in English and Hindi (required), Fluency in Punjabi or Gujarati will be a good to have

Excellent communication skills in both writing and speaking, great phone etiquette

Customer oriented mindset, able to listen, understand, and find a solution to complex customer requests with professionalism and empathy

Self motivated and self disciplined, take ownership & accountability (solving enquiries from start to finish)

A team player, able to work with the team locally or remotely, supporting each other, collaborating for managing the payer inquiries and country specific projects

Comfortable with multi-tasking (email, chat, call); ability to perform under pressure

Ability to work on a flexible schedule (e.g. shift rotations, weekend, public holidays)

Customer service experience (preferred)

Payment related experience (banking, forex company) (preferred)

Familiarity with CRM software (preferred)

International experience (preferred)

Technologies We Use:
Zendesk

Google Suite

Looker

What We Offer:
Competitive compensation, including stock options

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

WFH Stipend & 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 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.

Additional Information

Flywire is an equal opportunity employer. With over 40 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.