Bilingual Customer Service Representative – 401(k) Retirement Plan Support Specialist (Fully Remote, US-Based)

Join arenaflex as a Bilingual Customer Service Representative – 401(k) Retirement Plan Support Specialist

Are you a fluent Spanish and English speaker with a passion for helping people navigate the complexities of retirement planning? arenaflex is searching for dedicated, customer-obsessed professionals to join our inbound Contact Center team as a Bilingual Customer Service Representative specializing in 401(k) plan administration. This is a fully remote opportunity that allows you to work from the comfort of your home while making a meaningful impact on the financial well-being of clients across the United States.

At arenaflex, we believe that every dollar saved represents not just money, but the time, effort, and dreams of hardworking individuals. Our mission is to safeguard those savings with integrity, honesty, and transparency, helping our clients build a brighter financial future. As a 401(k) Customer Service Specialist, you will be at the forefront of this mission, delivering exceptional service and education to participants who rely on us to help them understand and manage their retirement benefits.

About the Role

This is more than a typical call center job. As a Bilingual Customer Service Representative at arenaflex, you will be the trusted first point of contact for participants calling about their 401(k) accounts. You will handle between 20 and 40+ inbound calls per day, providing clear, accurate, and compassionate guidance on plan administration, contribution questions, loan requests, distribution inquiries, compliance regulations, and general account navigation. Your ability to communicate fluently in both Spanish and English will allow you to serve a diverse client base and ensure every caller receives the same high standard of care, regardless of their preferred language.

This position reports directly to the Customer Service Manager and is a full-time, direct hire role. There are no supervisory responsibilities, but there are abundant opportunities for professional growth, skill development, and long-term career advancement within arenaflex.

Work Schedule and Training

The arenaflex Contact Center operates Monday through Friday from 8:00 a.m. to 8:00 p.m. Eastern Time, 7:00 a.m. to 7:00 p.m. Central Time, and 6:00 a.m. to 6:00 p.m. Mountain Time. Your journey with us will begin with a comprehensive, paid training program designed to set you up for success:

• Weeks 1–2: Mandatory classroom-style training from 9:30 a.m. to 6:00 p.m. ET (8:30 a.m. to 5:00 p.m. CT, 7:30 a.m. to 4:00 p.m. MT).
• Weeks 3–4: On-the-job shadow training and mentorship from 9:30 a.m. to 6:00 p.m. ET (8:30 a.m. to 5:00 p.m. CT, 7:30 a.m. to 4:00 p.m. MT).
• Post-Training: Once you have demonstrated proficiency, you will transition to your regular shift of 11:30 a.m. to 8:00 p.m. ET (10:30 a.m. to 7:00 p.m. CT, 9:30 a.m. to 6:00 p.m. MT).
• Shift Flexibility: After 4–6 months of strong performance, you will have the opportunity to bid on alternative shifts that better suit your lifestyle.

Key Responsibilities

As a Bilingual Customer Service Representative at arenaflex, your daily responsibilities will include:

• Answering 20–40+ inbound calls per day from 401(k) plan participants seeking assistance with account administration.
• Educating callers on 401(k) regulations, compliance requirements, contribution limits, vesting schedules, and general plan features.
• Providing accurate, timely, and customer-focused service while consistently meeting department performance metrics for quality, average handle time, voice of the customer (VOC) scores, and schedule adherence.
• Guiding participants through the arenaflex online portal, assisting with website registration, login troubleshooting, and password resets.
• Applying knowledge gained during classroom and on-the-job training to independently resolve customer inquiries and requests.
• Navigating multiple CRM platforms, including Salesforce, Relius, and other proprietary arenaflex systems, to research accounts and document interactions.
• Identifying opportunities to improve processes and share feedback with leadership to enhance the overall customer experience.
• Maintaining strict confidentiality and adhering to all regulatory and organizational compliance standards.

Essential Qualifications

To thrive in this role, you will need to bring the following:

• Language Fluency: Full fluency in reading, writing, and speaking both Spanish and English is required.
• Communication Skills: Excellent verbal and written communication, with strong interpersonal abilities and active listening skills.
• Customer Focus: A genuine customer-first mindset and a commitment to delivering outstanding service on every interaction.
• Adaptability: The ability to embrace change, learn new systems quickly, and remain open to new ideas and process improvements.
• Ownership Mentality: A demonstrated ability to prioritize tasks, take ownership of issues, and follow through to resolution.
• Technical Proficiency: Comfort with Microsoft Office applications, website navigation, and contact center software. You will be using multiple platforms daily, so computer literacy is essential.
• Performance Orientation: The ability to meet established business metrics, including quality scores, handle time, and adherence expectations.

Preferred Experience

While not required, the following experience will make you a standout candidate:

• One or more years of customer service experience in a professional setting.
• One or more years of remote call center experience, ideally in a high-volume environment.
• Prior exposure to retirement plans, financial services, benefits administration, or a related field.
• Bilingual customer service experience in Spanish and English.

Education Requirements

A High School Diploma or GED is required. Additional coursework or degrees in business, finance, communications, or related fields are a plus but not mandatory.

Remote Work Environment Requirements

Because this is a fully remote position, arenaflex requires that all associates maintain a professional, distraction-free home workspace. Specifically, you will need:

• A reliable, high-speed internet connection with a minimum download and upload speed of 100 Mbps. Please verify your speed with your service provider before applying.
• A quiet, private workspace free from interruptions during scheduled shifts.
• A computer and headset that meet arenaflex technical specifications (details provided during onboarding).
• The ability to sit for extended periods and work at a computer for the duration of your shift.

Location Eligibility: Due to state registration requirements, this position is open only to candidates who currently reside in and will work from one of the following states: Alabama, Arizona, Florida, Georgia, Michigan, Mississippi, New Jersey, North Carolina, Ohio, Oklahoma, Tennessee, or Texas. No exceptions will be made, and no relocation assistance is available. Candidates must also be eligible to work in the United States without employment sponsorship.

Compensation and Benefits

At arenaflex, we believe in rewarding talent and investing in our people. This role offers a competitive hourly base pay rate of $21.00 per hour upon successfully passing our language assessment within 90 days of hire. In addition to base pay, our comprehensive total rewards package includes:

• Performance Bonuses: Eligibility for the Personal Annual Performance Bonus incentive program.
• Health Coverage: Medical, dental, vision, and life insurance, with arenaflex covering 75% of medical premiums.
• Retirement Savings: A 401(k) plan with a generous company match, fully vested after two years of service.
• Tuition Reimbursement: Up to $5,250 per year for approved educational programs and professional development.
• Generous Paid Time Off: Paid time off accrued upon hire, plus quarterly Work/Life Balance days and paid company holidays.
• Paid Parental Leave: To support you during life’s most important moments.
• Voluntary Benefits: Pet insurance, LifeLock, identity protection, and other optional programs.
• Employee Assistance Program: Free, confidential 24/7 access to counseling, financial resources, and personal support services.
• Flexible Work Environment: The ability to work from home while enjoying the structure and stability of a full-time role.

Our Culture and Values

arenaflex is more than a workplace — it is a community built on shared values and a unified mission. Our culture is anchored by what we call The Power of WE:

• WE serve the individual saver and investor. We understand that behind every account is someone’s hard work, sacrifice, and future. That’s why we treat every interaction with the care it deserves.
• WE act with honesty, accountability, and transparency. Doing the right thing isn’t optional — it’s who we are.
• WE treat every customer and colleague with respect and dignity. We lead with humility, both as individuals and as a company.

We are committed to fostering an inclusive, diverse, and supportive environment where every team member can thrive. arenaflex is proud to be an Equal Opportunity Employer, and we strictly prohibit discrimination of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, ancestry, age, mental or physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

Career Growth and Development

When you join arenaflex, you are joining a company that invests in your long-term success. From day one, you will receive hands-on training, ongoing coaching, and clear pathways for advancement. Many of our leaders started in exactly this role, and we take pride in promoting from within whenever possible. As you build expertise in 401(k) administration, you will have opportunities to move into senior specialist roles, team lead positions, quality assurance, training, or management tracks.

We also support continuing education through our tuition reimbursement program, professional certifications, and access to industry conferences. Whether your goal is to deepen your knowledge of retirement planning, develop leadership skills, or explore other areas of financial services, arenaflex will be your partner every step of the way.

Why This Role Matters

Working as a Bilingual Customer Service Representative at arenaflex is a chance to do work that truly matters. Every call you take is an opportunity to help someone understand their retirement benefits, resolve a stressful issue, or plan for a more secure future. Many of the participants you serve are at pivotal moments in their lives — preparing for retirement, navigating a job change, or planning for a family — and your support can make all the difference.

If you are a motivated, empathetic, and bilingual professional who takes pride in delivering excellent customer service, we encourage you to apply. Bring your skills, your dedication, and your desire to make an impact — and let arenaflex provide the platform, training, and support you need to build a rewarding career.

How to Apply

Ready to take the next step in your career? Submit your application today and join a team that values your contributions, respects your individuality, and empowers you to grow. arenaflex is an equal opportunity employer, and we welcome candidates from all backgrounds who meet the qualifications listed above. We look forward to learning more about you and welcoming you to the arenaflex family.