- Company Name
- Flywire
- Job Title
- Payment Experience Associate I (French Speaker)
- Job Description
-
**Job Title:** Payment Experience Associate I (French Speaker)
**Role Summary:**
First‑line customer support specialist for a global payments platform, bilingual in English and French. Resolve complex payment inquiries, guide users through the payment journey, and collaborate cross‑functionally to deliver rapid, personalized resolutions.
**Expectations:**
- Minimum 3 years in customer support with a banking or payments background.
- Business‑hours availability aligned with Eastern Time.
- Strong communication, empathetic, culturally aware tone across all channels.
- Capacity to handle escalations and drive resolution.
- Willingness to learn, adapt, and support training initiatives.
**Key Responsibilities:**
1. Serve as the initial contact for customers, diagnosing and resolving payment‑related issues via phone, chat, email, or other contact channels.
2. Educate users on product features, policies, and payment options, ensuring accurate, up‑to‑date information is conveyed.
3. Conduct proactive outreach to resolve pending receipts, bookings, or payment status discrepancies.
4. Escalate unresolved cases to higher‑tier associates, ensuring timely customer satisfaction.
5. Document all interactions, actions, and follow‑ups in the CRM system with clarity and completeness.
6. Analyze recurring issues, generate insights, and communicate payer trends to senior stakeholders.
7. Mentor new team members and share best practices to elevate overall team performance.
8. Participate in continuous learning of new product releases, policy updates, and industry trends.
9. Embrace flexibility and adjust to evolving processes, responsibilities, and customer demands.
10. Contribute to projects that enhance service quality and operational efficiency.
**Required Skills:**
- Proficiency in written and verbal English and French.
- Advanced customer‑service communication, including de‑escalation techniques.
- Strong analytical and problem‑solving abilities.
- Familiarity with payment transactions, banking terminology, or related regulations (preferred).
- Experience using customer‑support platforms (e.g., Zendesk, Intercom) and basic spreadsheet tools.
- Ability to work independently, manage time efficiently, and multitask in a fast‑paced environment.
- Adaptability to new software tools, processes, and changing business priorities.
- Empathy, resilience, and a collaborative mindset.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Finance, Economics, or related field **or** equivalent professional experience.
- Optional: Certification in customer‑service excellence, payment or banking training, or related credential.