דרושים Mexico, Puebla City
Flywire Payment Experience Associate I Mexico, Mexico City
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:
Today, we’ve digitized payments for more than 3,300+ 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 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
The Opportunity:
We, at Flywire, are seeking a
Payment Experience Associate I .
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. 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. The role offers a strong base to build a career within Flywire.
You will
- 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.
Here’s What We’re Looking For:
General
- Business proficiency in English.
- 3 years of experience in customer support, a background in banking or payments is a plus.
Communication
- Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
- 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.
- Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions.
Knowledge & Application
- 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.
- 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.
Problem Solving
- Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
- Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation.
Data Analysis
- Collects and reports customer feedback, identifying recurring themes and issues.
- Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery.
- Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.
Projects
- Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
- 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.
- Assists in the training and support of newer team members as needed.
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 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.
Flywire is an equal opportunity employer.
#LI-Remote
משרות נוספות שיכולות לעניין אותך
Flywire Payment Operations Specialist CMT Payouts Mexico, Mexico City
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:
Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.
With over 1,200 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.
The Opportunity:
We are looking for a Cash Management & Treasury Payouts Specialist to join our globally dispersed Payment Operations team to help process our growing volume of domestic and international payments.
We operate in the most efficient and effective way in a fast paced environment while maintaining exceptional service. We are seeking a highly motivated team player, with a ‘can-do’ attitude who is willing to go the extra mile to serve our clients.
With diversity and inclusion at the core of our people agenda, we believe our FlyMates are our greatest asset. Responsibilities include:
- Processing daily payment and foreign exchange transactions with banks and partners timely and accurately to deliver exceptional service to payers and beneficiaries
- Verify transaction data for accuracy and completeness, addressing discrepancies as needed
- Promptly resolve payment-related enquiries, maintain records, and assist with ad-hoc tasks
- Understand the importance of financial controls and operate consistently within our regulatory and safeguarding policies
- Identify and report processing inefficiencies and help to resolve them
- Collaborate with internal and external stakeholders across various functions to drive ongoing process improvement
Here's What We're Looking For:
- Undergraduate Degree with 2-4+ years of work experience preferably in financial services / banking industry
- Exceptional attention to detail, sense of urgency / deadlines and strong organizational skills
- Great communication and collaboration skills; a true team player
- Fluent English, written and spoken (additional languages are an advantage)
- A positive, can-do attitude; demonstrated willingness and eagerness to learn
- Ability to work independently and drive tasks to completion in a fast-paced environment
- Passion for problem solving and helping customers
- Excellent analytical and computer skills including proficiency in Excel / Google Sheets
- Experience in finance, banking operations, or transactional reconciliations is an advantage
- Experience using other applications such as Slack, Zendesk, Jira, Looker is a plus
What We Offer:
- Competitive compensation, including Restricted Stock Units
- Employee Stock Purchase Plan (ESPP)
- Flying Start - Our immersive Global Induction Program
- 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) 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
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 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.
Flywire is an equal opportunity employer.
#LI-Hybrid
משרות נוספות שיכולות לעניין אותך
Flywire CPE Associate I Operations Support Mexico, Mexico City
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:
Today we support more than 4,800 clients across the global education, healthcare, travel & B2B industries, with diverse payment methods across 240 countries & territories and more than 140 currencies.
With over 1,200 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.
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.
General
- Business proficiency in English.
- 2 years of experience in client and customer support, a background in banking or payments is a plus.
- Strong work ethic focused on learning and effectively performing assigned tasks.
Communication
- Demonstrates strong written and verbal communication skills, confidently engaging with clients and customers across all contact channels (including phone, chat, email, WeChat, WhatsApp, etc.) and accurately documenting client and customer interactions and follow-up actions.
- Experience communicating with a global client and customer base and/or demonstrate an empathetic and cultural-aware communication style.
- Efficient communication with internal teams and demonstrate global collaboration.
Knowledge & Application
- Possesses a foundational understanding of the company’s products, services, and support processes.
- Capable of addressing straightforward and routine client and customer issues by adhering to established guidelines and standard operating procedures (SOPs).
- Maintains up-to-date knowledge of products and services to provide accurate and reliable information to clients and customers.
Problem Solving
- Familiar with standard operating procedures and basic troubleshooting techniques to efficiently resolve a variety of frontline client and customer inquiries across multiple channels and platforms.
- Proactiveness and to escalate more complex issues to higher levels of support, utilizing active listening skills to fully understand and respond to client and customerqueries.
Data Analysis
Responsible for basic data entry and reporting tasks, ensuring accurate documentation and organization of data from client and customer interactions.
Technologies We Use:
- Zendesk
- Google Workspace
- Banking and partner back offices
- Looker
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.
#LI-Remote
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EY Consultor Jr de Contabilidad Financiera Enfoque en Capital M... Mexico, Mexico City
Your key responsibilities
As a Tax Staff, you'll be responsible for recommending and implementing tax strategies that align with the client's objectives, corresponding with legal counsel and tax authorities on client issues, assisting with reorganizations, researching compliance and planning issues and reviewing personal, corporate and trust tax returns.
Skills and attributes for success
- Identify planning opportunities and prepare correspondence describing the income tax implications of implementing transactions
- Research client issues that arise from planning or compliance work using a variety of on-line sources
- Liaise with the client’s legal counsel
- Review personal, trust and corporate tax returns
- Liaise with Canada Revenue Agency and relevant provincial ministries on client issues
- Correspond with audit managers, staff and/or clients in answering clients’ specific personal, trust or corporate tax queries or about matters that arise from compliance or planning work
- Prepare tax election forms
- Assist and manage the administration of personal and trust tax compliance seasons
To qualify for the role, you must have
- An undergraduate or graduate degree in accounting and/or other appropriate academic major
- 1 – 2 years of relevant tax experience or equivalent experience in business or industry
- Possess a Canadian CPA or CA designation, or a reciprocal CA designation recognized with the CICA
- Possess excellent written and verbal communication skills
- Demonstrate ability to work as part of a team
- Possess organization and time management skills
Ideally, you’ll also
- Proactive attitude, commitment, and a highly motivated and driven team player
What we offer you
When you thrive, we thrive. The EY benefits package goes above and beyond, focusing on your physical, emotional, financial and social well-being:
- $5,000 per year for mental health support benefits
- Wellbeing benefit of $1,200/year
Discover how, when and where you can work at
משרות נוספות שיכולות לעניין אותך
EY CNS-TC-Platforms-SAP Mexico, Mexico City
Consultor SAP
Descripción del Rol
En EY buscamos Consultores SAP para integrarse a nuestros equipos de Consultoría Tecnológica. La persona seleccionada participará en proyectos de implementación, soporte y mejora continua, colaborando con equipos multidisciplinarios y aportando soluciones de valor para nuestros clientes.
Responsabilidades Principales
Realizar análisis funcional, configuración y documentación en los módulos SAP asignados.
Levantar requerimientos con usuarios clave y traducirlos a especificaciones funcionales.
Ejecutar pruebas unitarias, integrales y de usuario (UT, IT, UAT).
Brindar soporte funcional en incidentes, cambios y mejoras.
Colaborar en actividades de migración de datos y salidas a productivo.
Documentar procesos, configuraciones, manuales de usuario y evidencia de pruebas.
Identificar oportunidades de optimización y proponer mejoras basadas en buenas prácticas SAP.
Asegurar la correcta integración entre módulos y con sistemas externos.
Requisitos del Perfil
Profesional en Ingeniería en Sistemas, Informática, Administración, Logística o carreras afines (deseable).
Experiencia en implementación, soporte u optimización de módulos SAP.
Conocimiento en uno o más de los siguientes módulos:
IBP, PP, QM, PM, MM, IM, CWM, FI, CO, SD, TM, PS, BCS, WM.Nivel de inglés intermedio–avanzado.
Habilidad para documentar, analizar requerimientos y comunicar soluciones funcionales.
Capacidad para trabajar en equipo, bajo presión y con enfoque en resultados.
Competencias
Comunicación efectiva.
Pensamiento analítico.
Orientación al cliente.
Trabajo colaborativo.
Adaptabilidad y proactividad.
Deseable
Certificaciones SAP.
Conocimiento o experiencia en proyectos con S/4HANA .
Experiencia en proyectos regionales o globales.
משרות נוספות שיכולות לעניין אותך
EY Consultant Transaction Diligence-CDMX Mexico, Mexico City
Qualifications:
- Bachelor's degree in Accounting, Finance, Business Administration, Industrial Engineering, Economics, or related fields.
- Advanced English (oral and written).
- Knowledge in financial analysis, accounting, and business valuation.
- Analytical skills and attention to detail.
- Teamwork and results-oriented approach.
- Ability to work in a team and communicate effectively.
- At least 2 years of experience in auditing, consulting, or a financial environment.
- Desirable knowledge in due diligence and/or M&A.
- Advanced Excel skills.
- Knowledge of Alteryx, Tableau, and Power BI is desirable.
- Intermediate knowledge of financial accounting, consolidated financial statements, and reporting under IFRS, US GAAP, or NIFs.
Responsibilities:
- Participate in conducting financial analyses and reviews of financial statements of target companies.
- Collaborate in identifying financial and operational risks in the context of transactions.
- Assist in preparing reports and presentations for clients and stakeholders.
- Analyze and interpret performance indicators related to profitability, working capital, efficiency, etc.
- Stay updated on market trends and regulatory changes that may affect clients.
- Manage and develop the work team.
- Ability to collaborate in a changing environment.
What EY Offers:
- Opportunities for professional development and continuous training in finance and due diligence.
- Collaborate in a dynamic and collaborative work environment with challenging projects.
- Access to develop through a global network of experts and resources.
- Competitive benefits and a focus on employee well-being.
- The opportunity to contribute to high-impact projects in the market.
משרות נוספות שיכולות לעניין אותך
EY Méx - CDMX Assurance Audit Services Senior Mexico, Mexico City
The telecommunications industry is changing rapidly with shorter technology cycles, increased capital expenditure requirements, digitization and increasing customer expectations from operators. All of this causes pressure on margins & cash flow requiring operators to transform the way they operate, automating and digitizing their processes, upgrading their technology to leverage the power of cloud, AI and other cutting-edge developments.
As the telecommunications industry evolves, we will work with them to help them transform. You will be working on projects across the Americas, EMEIA and APAC and serving the entire telecommunications spectrum including operators, network equipment providers, system integrators, cloud vendors and specialized tool providers.
In this role at EY GDS Consulting, you will play a key role in shaping innovative solutions for telecom clients, acting as their trusted advisor in transformation. You will apply leading industry standards to solve complex challenges and leverage cutting-edge technologies to help customers visualize, define, implement new solutions and services.
To qualify for the role, you must have:
- Consultant with minimum of 5+ Years proven experience and significant knowledge and professionalism gained from Telecoms Consulting.
- Must possess a strong understanding of telecom value chain, Lead to Cash, Trouble to Resolve, Assurance, OSS processes, Network Inventory Management and Billing.
- TM Forum eTOM, ODA certifications are preferable.
- Significant knowledge and experience gained from years of OSS / BSS domain (Lead & Opportunity, CPQ, Order Capture, Order Orchestration, Inventory, Provisioning, Billing etc) delivery and implementation.
- Should be well-versed in process design at L2/L3/L4 levels and beyond.
- Familiarity with agile methodologies and their implementation in marketing contexts.
- Exceptional communication and facilitation skills, adept at engaging and swaying stakeholders at all organizational levels.
- Competent in managing multiple projects with the agility to prioritize tasks effectively to meet deadlines and exceed client expectations.
Your key responsibilities:
- Apply your expertise in structured problem solving, business analysis, analytics, design thinking, and lean process improvement to enhance our clients' profitability and operational performance
- Conduct workshops and stakeholder meetings to evaluate current processes, perform gap analysis, design future processes, and recommend changes for implementation.
- Gather, identify, and document business requirements, creating functional specifications for new systems and processes.
- Analyse B2C/B2B customer segments for growth opportunities and new projects
- Oversee, lead transformation projects, including managing technology vendors and client stakeholders.
- Managing implementation of various BSS/OSS products and assist in areas including Wireless and Wireline networks, Network as a Service, Omni Channel, Customer engagement and Payments, Billing, and Revenue Assurance
- Steer clients through change management, ensuring effective transitions and the adoption of new strategies and technologies like GenAI, cloud Native Applications, Autonomous Networks, AI Ops.
- Lead and support sales efforts for new and existing clients, including proposal creation, sales presentation facilitation, and client meeting participation.
- Build and sustain strong client relationships, establishing yourself as a go-to advisor for process, stack or application migration and transformation projects
- Keep abreast of industry trends, tools, and technologies that can enhance telecom transformation efforts.
- Engage in thought leadership and business development, including authoring white papers, presenting at conferences, and hosting webinars.
Minimum Requirements:
- 5+ years of experience in telecom consulting. Previous consulting experience in a leading consulting firm is preferred
- Bachelor's degree / Full time MBA/PGDM from Tier1/Tier2 B Schools in India or foreign equivalent required
- Understanding of B2C and B2B segment processes in telecom
- Business analysis, Process definition and continuous improvement exercises using various business consulting tools and methodologies.
- Tech/Tools Skills: Hands-on experience in tools (MS Office/Visio/Camunda/Celonis) to build and modify Journey flows, Personas, Service Design Flows, Process Flows, etc.
What we look for:
Highly motivated individuals with excellent problem-solving skills and the ability to prioritize shifting workloads in a rapidly changing industry. An effective communicator, you’ll be a confident leader equipped with strong people management skills and a genuine passion to make things happen in a dynamic organization. If you’re ready to take on a wide range of responsibilities and are committed to seeking out new ways to make a difference, this role is for you.
What we offer:
EY offers a competitive remuneration package commensurate with your work experience, where you’ll be rewarded for your individual and team performance. We are committed to being an inclusive employer and are happy to consider flexible working arrangements (FWA), where this may be needed, guided by our FWA Policy. Plus, we offer:
- Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
- Success as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
- Transformative leadership : We’ll give you the insights, coaching and confidence to be the leader the world needs.
- Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.
EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.
משרות נוספות שיכולות לעניין אותך
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:
Today, we’ve digitized payments for more than 3,300+ 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 1000+ global FlyMates, representing more than 40 nationalities, and in 14 offices world-wide, we’re looking for FlyMates to join the next stage of our journey as we continue to grow.
The Opportunity:
We, at Flywire, are seeking a
Payment Experience Associate I .
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. 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. The role offers a strong base to build a career within Flywire.
You will
- 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.
Here’s What We’re Looking For:
General
- Business proficiency in English.
- 3 years of experience in customer support, a background in banking or payments is a plus.
Communication
- Experience communicating with a global customer base and/or demonstrate an empathetic and cultural-aware communication style.
- 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.
- Proficient in using positive language to de-escalate potential conflicts, ensuring smooth customer interactions.
Knowledge & Application
- 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.
- 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.
Problem Solving
- Handles assignments of moderate difficulty, exercising judgment in resolving issues and making informed recommendations.
- Anticipates common customer issues, proactively offering tailored suggestions to resolve them before escalation.
Data Analysis
- Collects and reports customer feedback, identifying recurring themes and issues.
- Communicates effectively within the team, collaborating closely with colleagues to ensure seamless service delivery.
- Provides qualitative feedback and updates to senior members and leadership regarding recurring issues or customer trends.
Projects
- Starts analyzing customer data trends, identifying common issues, and reporting them to higher-level support.
- 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.
- Assists in the training and support of newer team members as needed.
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 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.
Flywire is an equal opportunity employer.
#LI-Remote
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