The Opportunity:
We, at Flywire, are seeking a CPE Associate I, Operations Support.
Client& Payment Experience roles at Flywire are not your typical ‘support’ roles. As a key point of contact for handling escalated inquiries from Flywire internal stakeholders, 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 client & payer’s problems.
As part of this role, you will be the key point of contact for handling escalated inquiries from Flywire internal stakeholders, guiding clients and customers through their Payins and Payouts processes. You will liaise closely with all departments in a fast-paced environment where growth and change are the norm. A Client& 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 Payins and Payouts inquiries. You're highly skilled at uncovering clients and 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.
You will
- Develop a thorough understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users. Be a subject matter expert on the Payins and Payouts topic supported by the CPE function.
- Handle clients and 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 client & payer’s outreach, as needed, to support the completion of a booking or the resolution of an issue.
- Solve complex Payins and Payouts 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 Payins and Payouts issues and client & payer’s trends - be the voice of the client & payer’s 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 clients and 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 clients and customer needs and company goals with a positive and proactive attitude.
- Have fun while working hard with a goal-oriented team.