Experienced Customer Resolution Representative – Estate Care Center

Join arenaflex, a leading financial services company, in shaping the future of customer experience. Are you passionate about delivering exceptional customer service and resolving complex issues? Do you thrive in a fast-paced environment where no two days are the same? Look no further! arenaflex is seeking an experienced Customer Resolution Representative to join our Estate Care Center team in Consumer and Small Business Banking Operations.

About arenaflex

arenaflex is a leading financial services company that has been serving one in three U.S. households and more than 10% of small businesses in the U.S. for over a century. With a diverse set of banking, investment, and mortgage products and services, we strive to build a sustainable, inclusive future for all. Our commitment to diversity, equity, and inclusion in the workplace is unwavering, and we welcome applications from all qualified candidates.

Job Summary

As a Customer Resolution Representative, you will play a critical role in supporting internal and external customers with inquiries and complaints regarding financial products and services. You will work closely with our team to identify and resolve complex issues, ensuring that our customers receive the highest level of service and satisfaction. Your exceptional communication and problem-solving skills will be essential in navigating multiple computer system windows, applications, and utilizing search tools to find information.

Key Responsibilities

* Support internal and external customers with inquiries and complaints regarding financial products and services

• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system
• Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals
• Interact with internal and external customers to respond to raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly

Training and Development

* You will receive in-depth classroom training, continue on-the-job training, and coaching to learn about arenaflex banking products, procedures, and services

• Training class starts on October 23, 2023, and is up to 8 weeks onsite
• Training hours are 8:00 a.m. – 5:00 p.m. Monday – Friday EST
• You are required to attend the full duration of the paid training

Schedule

* Monday-Friday between 9:30am-7:00pm EST (8-hour shift with 30 min Lunch)

• Your regular work schedule will be based on business need
• In the future, a workday or partial workday may be required on a Saturday

Required Qualifications

* 2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Ability to work in a fast-paced call center environment
• Ability to work effectively, as well as independently, in a team environment
• Experience working with changing priorities and deadlines
• Good analytical skills with high attention to detail and accuracy
• Ability to provide strong customer service while listening, eliciting information efficiently, comprehending, and resolving complex customer issues
• Ability to navigate multiple computer system windows, applications, and utilize search tools to find information

Desired Qualifications

* 2+ years of Call Center experience

• Legal Document experience

Job Expectations

* Training will be on site full time, once training is completed and the both the employee and the manager are agreeable that the employee is ready to Work From Home* on a rotation basis, the position will be Hybrid, where you work every other week on site

• There may occasionally be opportunities for overtime

We Value Diversity

At arenaflex, we believe in diversity, equity, and inclusion in the workplace; accordingly, we welcome applications for employment from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.

Benefits and Perks

* Competitive salary

• Comprehensive benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team. Apply To This Job Apply for this job