Payment Experience Associate Jobs in Toronto, ca {{REMOTE}}
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Toronto, ca {{REMOTE}}
About the role
- 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 be the first person customers connect with Flywire who guides them through their payment process
- You will liaise closely with all departments in a fast-paced environment where growth and change are the norm
- The role offers a strong base to build a career within Flywire
- Develop a substantial understanding of the company’s products, services, and policies to provide accurate, efficient and personalized solutions to Flywire users
- Address complex 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 payer outreach, as needed, to support the completion of a booking or the resolution of an issue
- Solve complex payment problems utilizing different software tools and collaborating closely with team members and other departments
- Conduct daily follow-up with previously unresolved requests
- Handle escalations from Associate I, ensuring customer satisfaction
- Collect feedback to better understand payment issues and payer trends - be the voice of the payer 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 customers
- Be inspired to take initiative in new projects that contribute to the greater success of the business
- Support in training new team members as needed and guide Associate I in best practices
- 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 customer needs and company goals with a positive and proactive attitude
- Have fun while working hard with a goal-oriented team- 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 payment inquiries
- You’re highly skilled at uncovering 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
- 3 years of experience in customer support, a background in banking or payments is a plus
- Assists in the training and support of newer team members as needed
- Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery
- Demonstrates ability to train and gain substantial understanding of Flywire products and payment methods, applying knowledge and skills to handle a broad range of tasks
- Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions
- Strong preference for candidates based in the Greater Toronto or Montreal area
- Possesses knowledge of more complex customer scenarios and a wider array of solutions, with an understanding of customer feedback mechanisms and their role in service improvement
- Business proficiency in English and French
- Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation
- Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations
- Ability to work business hours aligned with the Eastern Time zone
- Displays emerging leadership skills by mentoring less experienced associates and sharing knowledge. Demonstrates the ability to work independently while offering guidance to peers when necessary
- Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends
- Collects and reports customer feedback, identifying recurring themes and issues
- Demonstrates strong written and verbal 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
- Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support
- Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style
- Ability to work flexible hours, including weekends and public holidays, when there is business needs
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About Flywire
Software Development
1001-5000
Flywire Corporation (Nasdaq: FLYW) is a global payments enablement and software company. We combine our proprietary global payments network, next-gen payments platform and vertical-specific software to deliver the most important and complex payments for our clients and their customers.
Flywire leverages its vertical-specific software and payments technology to deeply embed within the existing A/R workflows for its clients across the education, healthcare and travel vertical markets, as well as in key B2B industries. Flywire also integrates with leading ERP systems, such as NetSuite, so organizations can optimize the payment experience for their customers while eliminating operational challenges.
Flywire supports more than 4,000+ clients with diverse payment methods in more than 140 currencies across 240 countries and territories around the world. Flywire is headquartered in Boston, MA, USA with global offices.