Customer Care Agent III – Retail Banking Relationship Support, Fraud & Dispute Resolution Specialist at arenaflex

Why arenaflex? – A Visionary Leader in Relationship Banking

At arenaflex, we are redefining what it means to be a community‑focused financial institution. Our brand of relationship banking blends deep local roots with innovative digital solutions, creating a workplace where every associate can thrive. We believe that strong financial partnerships are built on trust, empathy, and a shared commitment to the communities we serve. As a member of the arenaflex family, you will join a team that values Trust, Ownership, Growth, Empathy, Teamwork, Heart, Enjoyment, and Relationships. Our culture encourages independent thinking, collaborative problem‑solving, and the pursuit of excellence in every interaction.

Position Overview – Customer Care Agent III

We are seeking a detail‑oriented, customer‑obsessed professional to join our Retail Banking Group in Liberty Lake, Washington. As a Customer Care Agent III, you will be the front‑line champion for our members, delivering outstanding service across phone, digital, and in‑person channels. You will manage fraud investigations, resolve complex disputes, perform transactional support, and proactively identify opportunities to deepen the arenaxflex relationship through thoughtful product recommendations.

Key Responsibilities

• Respond promptly to inbound calls and digital inquiries related to fraud alerts, electronic disputes, and card‑related issues.
• Complete and file accurate fraud incident reports, dispute forms, and fraud‑related account restrictions to safeguard members’ assets.
• Process debit card limit increases, stop payments, funds transfers, address changes, and check orders on behalf of members.
• Diagnose and resolve technical problems with online and mobile banking platforms, including password resets, security‑question assistance, browser compatibility, and device troubleshooting.
• Provide clear, empathetic explanations of service charges, overdraft situations, and account balances, ensuring members feel heard and supported.
• Identify cross‑selling opportunities by matching members’ needs with arenaflex’s portfolio of financial products, such as Visa® Credit Cards, savings solutions, and loan options.
• Mentor junior teammates, coach peers on best practices, and occasionally deliver training sessions as a subject‑matter expert.
• Maintain meticulous documentation in arenaflex’s banking systems, ensuring compliance with regulatory standards and internal policies.
• Collaborate with risk, compliance, and product teams to continuously improve fraud detection processes and member experience.

Essential Qualifications

• High school diploma or GED; additional post‑secondary education is a plus.
• 1–3 years of direct banking or financial‑services customer support experience, with a proven ability to sell banking products.
• Exceptional verbal and written communication skills, with a talent for translating complex banking concepts into plain language.
• Proficiency with Microsoft Office suite and familiarity with core banking platforms; ability to learn and navigate up to 25 software applications.
• Demonstrated aptitude for troubleshooting mobile devices, web browsers, and other digital tools used in online banking.
• Strong analytical mindset, capable of investigating fraud patterns and making swift, accurate decisions.
• Commitment to delivering a member‑first experience, emphasizing empathy, patience, and professionalism.

Preferred Qualifications & Additional Skills

• Associate’s or Bachelor’s degree in Business, Finance, Information Technology, or a related field.
• Certification in fraud prevention, such as Certified Fraud Examiner (CFE) or similar credentials.
• Experience with CRM systems, ticketing platforms, and data‑analysis tools (e.g., Tableau, Power BI).
• Knowledge of regulatory frameworks governing consumer banking, including GDPR, CCPA, and the Fair Credit Billing Act.
• Fluency in a second language to support a diverse member base.

Core Competencies for Success

• Customer Centricity: A relentless focus on the member’s needs, delivering solutions that exceed expectations.
• Critical Thinking: Ability to dissect complex issues, identify root causes, and implement effective resolutions.
• Effective Communication: Clear articulation of policies, procedures, and product benefits, both verbally and in writing.
• Tech‑Savvy: Comfort with digital banking tools, troubleshooting processes, and rapid adoption of new technologies.
• Team Collaboration: Working cohesively with cross‑functional partners to achieve shared goals.
• Ethical Judgment: Maintaining confidentiality and integrity while handling sensitive financial data.

Career Growth & Learning Opportunities at arenaflex

arenaflex believes that professional development is a two‑way street. As a Customer Care Agent III, you will have access to:

• Structured mentorship programs that pair you with seasoned members of our risk and product teams.
• Tuition assistance for continued education in finance, compliance, or technology disciplines.
• Internal “Learning Labs” covering advanced fraud analytics, digital banking trends, and sales masterclasses.
• Clear career pathways to senior specialist roles, team lead positions, and supervisory or managerial tracks within Retail Banking.
• Opportunities to participate in cross‑departmental projects, such as the rollout of new mobile banking features or the development of member‑experience initiatives.

Work Environment & Culture

Our Liberty Lake branch is a modern, collaborative workspace designed to foster creativity and well‑being. Features include:

• Open‑plan area with quiet zones for focused work and private booths for confidential member conversations.
• Ergonomic workstations, standing desks, and wellness‑focused amenities (e.g., on‑site fitness classes, meditation rooms).
• Inclusive culture celebrations that honor diverse perspectives, with employee resource groups that champion affinity and professional interests.
• Regular “Town Hall” gatherings where senior leadership shares strategic updates and celebrates individual achievements.
• Flexible scheduling options for full‑time associates, ensuring work‑life harmony while meeting the needs of our members.

Compensation, Benefits & Perks

arenaflex offers a competitive total‑rewards package designed to support your financial security, health, and overall happiness.

• Base Pay: $20.00 – $24.00 per hour, calibrated based on experience, skill set, and geographic factors.
• Performance Incentives: Eligibility for quarterly bonuses linked to member satisfaction metrics and sales targets.
• Healthcare: Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Retirement Savings: 401(k) plan with a generous employer match for qualifying contributions.
• Life & Disability Insurance: Protection plans to provide peace of mind.
• Paid Time Off: Vacation, sick leave, volunteer days, and paid holidays—benefits begin the first day of the month after hire for full‑time associates.
• Wellness & Support: Employee assistance program, mental‑health resources, identity‑theft protection, legal support, and pet insurance.
• Learning & Development: Access to an online discount marketplace for courses, certifications, and professional literature.
• Community Engagement: Opportunities to participate in local volunteer initiatives and corporate social‑responsibility projects.

Diversity, Equity & Inclusion Commitment

arenaflex is proud to be an equal‑opportunity and affirmative‑action employer. We are dedicated to building a workforce that reflects the richness of the communities we serve. All qualified candidates will receive consideration without regard to race, color, national origin, religion, sex, age, sexual orientation, gender identity, veteran status, disability, or any other protected characteristic. If you need a reasonable accommodation to complete your application or interview, please contact our recruiting team at [email protected].

Application Process

If you are ready to bring your expertise, empathy, and enthusiasm to a role that makes a tangible difference in members’ lives, we invite you to apply today. Click the link below to submit your resume and cover letter through our secure portal.

Apply Now – Customer Care Agent III

Join arenaflex – Make an Impact Every Day

At arenaflex, your work goes beyond transactions; it’s about building lasting relationships, protecting what matters to our members, and driving community prosperity. If you thrive in a fast‑paced, technology‑enabled environment and are passionate about delivering premier service, we want you on our team. Take the next step in your career—apply today and become a vital part of the arenaflex story.