Experienced Customer Resolution Representative – Financial Services and Estate Care Expertise for Consumer and Small Business Banking Operations

Introduction to arenaflex At arenaflex, we are dedicated to putting our customers at the forefront of everything we do, fostering a culture that values diversity, equity, and inclusion. Our mission is to build a better future, and it all begins with outstanding talent like yours. We believe in creating a workplace where everyone feels valued, inspired, and empowered to make a difference. As a leading financial services company, we proudly serve a wide range of customers, from individuals to small businesses, providing a diversified set of banking, investment, and mortgage products and services. About the Role We are seeking a highly skilled and customer-focused Customer Resolution Representative to join our Estate Care Center department within Consumer and Small Business Banking Operations. This role is an exceptional opportunity to utilize your excellent communication skills, analytical abilities, and passion for delivering outstanding customer service to resolve complex customer inquiries and complaints regarding financial products and services. Key Responsibilities Support internal and external customers with inquiries and complaints, ensuring timely and effective resolutions that meet their needs and exceed their expectations. Conduct investigative steps to identify issues, process complex transactions online, and determine the appropriate course of action to resolve client issues efficiently and effectively. Perform moderately complex initiatives to resolve client issues, review complaints for regulatory and non-regulatory flags, and classify risks appropriately in our case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards. Receive direction from supervisors and escalate non-routine client concerns to more experienced individuals, ensuring seamless collaboration and knowledge sharing within the team. Interact with internal and external customers to respond to raised concerns, determine the appropriate course of action, and serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly. Training and Development To ensure your success in this role, you will receive comprehensive training, including in-depth classroom training, on-the-job training, and coaching to learn about arenaflex banking products, procedures, and services. Our training program is designed to equip you with the knowledge, skills, and confidence to deliver exceptional customer service and resolve complex customer issues effectively. The training class starts on October 23, 2023, and is up to 8 weeks onsite, with training hours from 8:00 a.m. to 5:00 p.m. Monday through Friday EST. Schedule and Work Environment Your regular work schedule will be based on business needs, with hours of operation from Monday to Friday, 8:00 a.m. to 8:30 p.m. EST, and Saturday from 9:00 a.m. to 3:00 p.m. EST. You may be required to work a partial or full day on Saturdays in the future. Initially, you will work onsite full-time during the training period, and once you have completed the training and demonstrated your readiness, you will have the opportunity to work from home on a rotation basis, following a hybrid model where you work every other week onsite. Qualifications and Skills To be successful in this role, you should have: Essential 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. Desired Qualifications: 2+ years of Call Center experience, Legal Document experience, ability to work in a fast-paced call center environment, and experience working with changing priorities and deadlines. Skills and Competencies: 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, and ability to navigate multiple computer system windows, applications, and utilize search tools to find information. Career Growth and Learning Benefits At arenaflex, we are committed to supporting the growth and development of our employees. As a Customer Resolution Representative, you will have access to ongoing training, coaching, and mentoring to enhance your skills and knowledge. You will also have opportunities to take on new challenges, work on special projects, and contribute to process improvements, helping you to build a rewarding and successful career with our company. Work Environment and Company Culture Our company culture is built on a foundation of diversity, equity, and inclusion, where everyone feels valued, respected, and empowered to contribute their best work. We believe in creating a positive and supportive work environment that fosters collaboration, innovation, and creativity. As an arenaflex employee, you will be part of a dynamic and inclusive team that is passionate about delivering exceptional customer service and making a difference in the lives of our customers. Compensation, Perks, and Benefits We offer a competitive compensation package, including a salary, benefits, and perks that recognize and reward your contributions to our company. Our benefits package includes comprehensive health insurance, retirement savings plans, paid time off, and opportunities for professional growth and development. We also offer a range of perks, including flexible work arrangements, employee recognition programs, and access to exclusive discounts and services. Conclusion If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our team as a Customer Resolution Representative. At arenaflex, we value diversity, equity, and inclusion, and we welcome applications from all qualified candidates. Don't miss this chance to build a rewarding and successful career with a leading financial services company that is dedicated to making a positive impact in the lives of our customers and communities. Apply now and take the first step towards an exciting and fulfilling career with arenaflex! Apply for this job