Senior Representative, Customer Solutions – arenaflex

Join arenaflex's dynamic Customer Service Operations team as a Senior Representative, Customer Solutions, and become an integral part of our mission to deliver exceptional customer experiences.

About arenaflex

arenaflex is a leading provider of innovative solutions that empower individuals and businesses to thrive in an ever-changing world. Our commitment to excellence, diversity, and inclusion has earned us a reputation as a trusted partner in the industry. As a Senior Representative, Customer Solutions, you will be part of a talented team that shares our passion for delivering outstanding customer service and driving business growth.

Role Summary/Purpose

As a Senior Representative, Customer Solutions, you will play a critical role in supporting our Customer Solutions Outbound Mail Handling process. Your primary responsibilities will include responding to customer inquiries, sorting and separating documents, correlating outgoing cover letters with necessary enclosures, and ensuring compliance with arenaflex Operating Instructions, federal and state regulations, and client contract agreements.

Essential Responsibilities

* Respond to customer inquiries requesting documents that must be sent manually (i.e., account statements, copies of adverse action letters, media, debt validation letters, extensions, etc.)

• Sort and separate documents generated daily
• Correlate outgoing cover letters with necessary enclosures in response to customer inquiries, ensuring accuracy of documents sent
• Effectively work with all levels to achieve mutual client/customer satisfaction and ensuring that high-quality standards are met
• Ensure compliance with arenaflex Operating Instructions, federal and state regulations, and client contract agreements
• Monitor and provide feedback on queues to ensure compliance of cycle time requirements
• Responsible for increased efficiency, productivity, and quality
• Responsible for effective problem resolution
• Perform other duties and/or special projects as assigned

Qualifications/Requirements

* Minimum 6 months of customer service, collections, fraud, or operations experience within a call center environment

• Internal Candidates: Minimum of 6 months in current role. 9 months if newly hired
• Have at minimum satisfactory performance
• Not be on active formal or final formal corrective action
• Ability to work a flexible schedule of M-F 8:30AM-5:00PM
• Must work in the Cincinnati/West Chester office as an essential employee
• This role is not eligible for work from home

Desired Characteristics

* Strong team player: demonstrated leadership/professionalism skills, commitment, initiative, vision, enthusiasm, and integrity

• Excellent verbal, written communication skills
• Ability to perform in a fast-paced environment and adaptable to change
• Ability to work independently and manage multiple tasks/priorities
• Superior problem-solving/decision-making skills and time management skills
• Operating knowledge of PC, Windows-based environment
• Flexibility with work schedules and assignments
• Demonstrated ability to resolve conflict

Grade/Level: 05

Compensation and Benefits

The hourly rate range for this position is $22.00 - $28.50/hr USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based upon work experience, skill level, or knowledge.

Eligibility Requirements

* You must be 18 years or older

• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation, and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).

Legal Authorization to Work in the U.S.

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Our Commitment

When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives are what make arenaflex truly a great place to work. Together, we're building a future where we can all belong, connect, and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.

Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.

Job Family Group

Customer Service Operations

Apply Now

Ready to join our dynamic team and make a difference in the lives of our customers? Apply now for the Senior Representative, Customer Solutions role at arenaflex. Apply for this job