Job Title: Customer Care Representative I - Remote within 50 miles of Denton, TX

Join arenaflex, a forward-thinking financial partner, as we continue to grow and thrive in the South and beyond. Our commitment to helping our customers move forward is at the heart of everything we do. We're looking for a talented and customer-focused individual to join our team as a Customer Care Representative I, working remotely within 50 miles of Denton, TX.

About arenaflex

arenaflex is a trusted financial partner with a rich history of steady growth and deep community roots. Since our beginnings in the 1930s, we've been dedicated to providing our customers with forward-thinking solutions and personal relationships that make a difference. Our values of building trust, fostering lasting relationships, and pursuing excellence guide everything we do. We're committed to helping our team members find their success while maintaining the integrity of our values.

Your Future Begins Here!

As a Customer Care Representative I at arenaflex, you'll play a vital role in delivering a seamless experience to our external and internal customers. You'll build and maintain rapport with customers by quickly earning their trust and establishing yourself as a subject matter expert. Your ability to identify customer problems, effectively communicate resolutions, and use judgment to escalate issues will make a significant impact on our customers' lives.

Key Responsibilities:

* Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution.

• Answer inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer.
• Successfully respond to general inquiries regarding accounts, including balance inquiries, transaction history, transfers, stop payments, loan inquiries, phone banking PIN resets, customer maintenance updates, product assistance, and check orders.
• Provide tier one digital banking support, including Multi-Factor Authentication unlock or delete, unlock customer's Online Banking profile, and assist customers with self-service password tool.
• Assist customers with debit card support, including inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes.
• Process customer inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
• Promote our virtual branch solutions to our customers by ensuring we meet or exceed their expectations.
• Meet or exceed the Customer Care Representative quality and productivity goals assigned by management.
• Ensure the security of customer information and assist with minimizing bank loss by performing customer authentication on each call received.
• Use all available systems and resources to review and interpret customer information.
• Maintain a working knowledge of PC skills, including the ability to troubleshoot common problems and navigate the internet, intranet, and between multiple systems.
• Provide support by performing additional duties and tasks as needed or assigned.
• Maintain a positive, empathetic, and professional demeanor with customers at all times, regardless of the circumstances or stress level of the call center.

Essential Qualifications:

* High School Diploma or equivalent

• Previous customer service (Inbound Call Center) experience
• Experience in financial services
• Strong computer skills and ability to navigate systems for quick resolution
• Excellent customer service skills, including verbal, listening, and problem-solving skills
• Enthusiasm and high motivation with a strong work ethic and intense focus on results
• Ability to work with confidential information, both internally and externally, in a professional manner
• Ability to have flexible hours when necessary
• Receptive to coaching and feedback
• Desire to meet/exceed goals and solve problems while working in a fast-paced environment
• Interpersonal skills to create a positive and effective work environment

Preferred Qualifications:

* Strong knowledge of banking procedures

• Patience and ability to remain calm even when customers are stressed or upset
• Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely
• Attentiveness and ability to listen to customers' concerns, identify issues, and find resolutions

Training Requirements/Classes:

* Annual Regulatory Compliance Training

• Successfully complete Customer Care New Hire Training

Physical Demands/Work Environment:

* Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.

• This position requires a large amount of time in front of a computer.
• arenaflex reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
• arenaflex reserves the right to suspend Remote Work privileges at any time.

Telecommuting Requirements:

* Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

• Ability to keep all company sensitive documents secure (if applicable)
• You agree that you will not provide child or adult care during hours of scheduled work.

Telecommuting Technical Requirements:

* A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL, or Fiber Optic/FiOS providers only).

• Must be able to directly connect to router/modem via Ethernet cable.
• Check your download speed using a speed test.
• To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
• arenaflex reserves the right to request proof of internet provider, speed, and service package from the employee.
• Requirements are subject to change, as new systems and technology are delivered.

Travel:

* Must be available to travel when necessary.

• Must reside within 50 miles of Denton, TX.

Compensation, Perks, and Benefits:

* arenaflex offers a competitive compensation package, including a salary, benefits, and perks that reflect our commitment to our employees' success.

• We're proud to offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
• arenaflex is an equal opportunity employer and welcomes applications from diverse candidates.

Join our team at arenaflex and start your journey to success today!

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply Job! Apply to this Job Apply for this job