Experienced Customer Resolution Representative – Estate Care Center
At arenaflex, we're committed to delivering exceptional customer experiences that exceed expectations. As a Customer Resolution Representative in our Estate Care Center, you'll play a vital role in resolving complex customer issues, ensuring customer satisfaction, and upholding arenaflex's commitment to excellence. If you're passionate about delivering outstanding customer service, possess excellent communication skills, and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity.
About arenaflex
arenaflex is a leading financial services company that has been serving customers for decades. With a strong presence in the industry, we offer a diverse range of banking, investment, and mortgage products and services. Our commitment to innovation, customer satisfaction, and community involvement has earned us a reputation as a trusted and reliable partner. As a Customer Resolution Representative, you'll be part of a team that's dedicated to making a positive impact on our customers' lives.
Job Summary
As a Customer Resolution Representative, you'll be responsible for resolving complex customer issues, providing exceptional customer service, and ensuring customer satisfaction. You'll work closely with internal and external customers to identify and resolve issues, negotiate settlements, and enact resolutions. Your excellent communication and problem-solving skills will enable you to navigate complex situations, build strong relationships, and deliver results-driven solutions.
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 the 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
As a Customer Resolution Representative, you'll receive comprehensive training and development opportunities to enhance your skills and knowledge. Our training program includes:
- In-depth classroom training to learn about arenaflex banking products, procedures, and services
- On-the-job training to develop your skills and expertise
- Coaching and mentoring to ensure your success in the role
Schedule and Work Environment
* Monday-Friday between 9:30am-7:00pm EST (8-hour shift with 30 min Lunch)
- 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
- Our hours of Operation are Monday - Friday, 8:00am-8:30 pm (EST), Saturday 9:00am-3:00pm (EST)
- 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
Desired Qualifications
* 2+ years of Call Center experience
- Legal Document experience
- Ability to navigate multiple computer system windows, applications, and utilize search tools to find information
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
- All telecommuting guidelines and performance guidelines must be met and attested to by the employee before remote rotation privilege is granted
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.
Compensation and Benefits
arenaflex offers a competitive salary and a comprehensive benefits package, including:
- Medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Opportunities for professional growth and development
How to Apply
If you're passionate about delivering exceptional customer service and possess the skills and qualifications required for this role, we encourage you to apply. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
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