Customer Service Representative – Retail Banking & Financial Solutions Specialist at arenaflex

About arenaflex – A Leader in Community Banking

arenaflex has earned a reputation as a premier financial institution that puts people first. Recognized consecutively as a Top Place to Work in the Rochester and Buffalo regions and celebrated nationally as a Great Place to Work, arenaflex is committed to building a supportive, inclusive, and rewarding environment for both employees and customers. Our mission is to empower individuals, families, and businesses to achieve financial well‑being through personalized service, innovative banking solutions, and deep community involvement.

Why This Role Matters

As a Customer Service Representative at arenaflex, you will be the face of the bank, delivering a caring and personalized client experience. You will blend transactional expertise with consultative selling, helping customers navigate their financial needs, from everyday banking to long‑term wealth building. This position is a gateway to a dynamic career in retail banking, offering growth, mentorship, and the chance to make a tangible impact on the communities we serve.

Position Overview

Title: Customer Service Representative – Retail Banking & Financial Solutions Specialist Reports To: Senior Branch Manager or Branch Manager Department: Retail Banking Location: Varies by branch (Rochester, Buffalo, and surrounding areas)

Core Purpose

The core purpose of this role is to deliver an exceptional, advice‑led banking experience. You will efficiently process sales and service transactions, identify customers’ financial needs, recommend appropriate products, and collaborate with internal partners to enhance the financial health of our clients.

Key Responsibilities

• Relationship Building: Proactively reach out to existing and prospective customers to deepen banking relationships and uncover new opportunities.
• Sales & Service Execution: Meet individual and team sales targets while providing accurate, courteous transaction processing.
• Product Knowledge: Maintain a thorough understanding of arenaflex’s full suite of products—including checking, savings, loans, mortgages, and digital banking tools—and articulate benefits tailored to each client.
• Consultative Advising: Conduct advice‑led conversations, guiding customers toward solutions that improve their financial well‑being.
• Community Engagement: Represent arenaflex at local events, support sponsored community initiatives, and act as an ambassador for our brand.
• Compliance & Security: Adhere to arenaflex’s Code of Conduct, regulatory requirements, and internal audit procedures; complete all assigned compliance training.
• Digital Banking Promotion: Introduce customers to mobile, online, and ATM/ITM services, encouraging adoption of modern banking channels.
• Operational Support: Manage cash drawer responsibilities, balance vaults, process night deposits, and support branch operational needs.
• Issue Resolution: Identify and resolve client concerns promptly, escalating complex matters to the appropriate specialist.
• Phone & In‑Person Service: Answer inbound calls and greet walk‑in clients with professionalism, following established service standards.

Essential Functions

• Develop and execute outreach plans to acquire new accounts and deepen existing relationships.
• Accurately process deposits, withdrawals, loan applications, and account openings.
• Provide clear, personalized explanations of product features, fees, and benefits.
• Support branch initiatives such as financial literacy workshops and community partnership programs.
• Maintain up‑to‑date knowledge of banking regulations, arenaflex policies, and industry best practices.
• Utilize banking platforms and CRM tools to document interactions and track sales pipelines.
• Balance cash drawers at the start and end of each shift, ensuring zero discrepancies.
• Collaborate with loan officers, wealth advisors, and other specialists to deliver comprehensive solutions.
• Continuously seek opportunities to cross‑sell and upsell in alignment with customer goals.
• Uphold arenaflex’s high‑performance behaviors—teamwork, leading by example, and service excellence—in every interaction.

Qualifications

Required Education & Experience

• High School Diploma, GED, or equivalent business experience.
• Minimum of 1 year of retail banking experience with a proven ability to process transactions and adopt an advice‑led approach.
• Demonstrated familiarity with core banking products and basic regulatory compliance.

Preferred Education & Experience

• Bachelor’s degree in Business, Finance, or a related field.
• 3+ years of retail banking experience, including a track record of opening new accounts and meeting sales goals.
• Experience with consultative selling and delivering financial education to diverse client segments.

Core Competencies & Skills

• Communication: Exceptional verbal and written skills; ability to tailor messaging to varied audiences.
• Consultative Sales: Proven ability to assess needs, recommend solutions, and close sales in a customer‑centric manner.
• Relationship Management: Strong aptitude for building trust and long‑term rapport with clients.
• Technical Proficiency: Comfortable using banking software, CRM systems, and digital banking platforms.
• Organizational Ability: Self‑starter with strong multitasking, prioritization, and time‑management capabilities.
• Team Collaboration: Ability to thrive in a collaborative environment, supporting peers and sharing best practices.
• Adaptability: Flexibility to adjust to evolving branch needs, product updates, and regulatory changes.
• Integrity & Compliance: Commitment to ethical conduct, security protocols, and ongoing compliance training.

Physical & Work Environment Requirements

• Stand for extended periods; lift up to 10 lb regularly (occasionally up to 30 lb).
• Frequent computer and phone usage; ability to perform repetitive motions safely.
• Travel between branch locations as needed.
• Work schedule varies with branch demands and may include evenings and weekends.

Licensing & Certifications

A registration with the Nationwide Mortgage Licensing System (NMLS) is required in accordance with SAFE Act regulations. Ongoing training and certification will be provided to ensure compliance.

Compensation, Benefits & Perks

arenaflex offers a competitive base salary aligned with market standards, complemented by performance‑based incentives. Our comprehensive benefits package includes:

• Medical, dental, and vision insurance.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Company‑paid life insurance, short‑term and long‑term disability coverage.
• Voluntary supplemental insurance options (critical illness, accident, hospital indemnity, etc.).
• Tuition reimbursement for continued education.
• Employee referral bonuses.
• Wellness reimbursement and wellness programs.
• Star Volunteer program recognizing community service.
• Employee banking and financial perks (discounted loan rates, fee waivers, etc.).
• Paid time off (PTO) and company‑observed holidays.
• Potential cash or equity‑based bonuses tied to individual and branch performance.

Career Growth & Development

arenaflex invests in its people. As a Customer Service Representative, you will have access to:

• Structured onboarding and mentorship from senior branch leaders.
• Ongoing training in product knowledge, sales techniques, and regulatory compliance.
• Opportunities to advance into senior sales, branch management, or specialized roles such as loan officer or wealth advisor.
• Cross‑functional projects that broaden your skill set and visibility within the organization.
• Leadership development programs for high‑potential employees.

Culture & Work Environment

At arenaflex, we celebrate diversity, encourage collaboration, and foster a culture where every employee feels valued. Our branches are vibrant community hubs where teamwork, continuous learning, and a shared commitment to customer success drive everyday achievements. Employees enjoy a supportive atmosphere, regular recognition, and a clear pathway to professional advancement.

How to Apply

If you are passionate about helping people achieve financial confidence, thrive in a fast‑paced retail banking setting, and want to grow your career with a purpose‑driven organization, we want to hear from you. Click the link below to submit your application and become part of the arenaflex family.

Apply Now – Join arenaflex Today!

Closing Statement

arenaflex is more than a bank; we are a community partner, a career incubator, and a place where your ambition is nurtured. Join us, and together we’ll build brighter financial futures for our customers and for you.