At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Experience Specialist, you'll play a vital role in providing top-notch service to our customers, handling a high volume of inbound or outbound calls, and working closely with other team members to create a positive experience for each caller. If you're passionate about delivering exceptional customer experiences and have a knack for sales and marketing, we want to hear from you!
**About arenaflex**
arenaflex is a leading financial institution dedicated to providing innovative banking solutions to our customers. We're committed to fostering a culture of excellence, teamwork, and continuous learning. Our team members are passionate about delivering exceptional customer experiences and are empowered to make a meaningful impact in our customers' lives.
**Responsibilities**
As an Experienced Customer Experience Specialist, you'll be responsible for:
* Meeting or exceeding established standards of performance for service and sales while providing an exceptional customer experience
* Maintaining confidentiality and security of customer information according to regulatory and company guidelines and policies
* Providing customers with answers to inquiries regarding a very broad and challenging range of financial services in an efficient and timely fashion
* Processing customer transactions accurately, including transfers, stop payments, loan payments, loan payoffs, and more
* Uncovering banking needs through the discovery process by initiating conversations with all customers and responding efficiently and accurately, promoting and cross-selling bank products and services in a professional manner
* Investigating, tracking, and resolving customer problems and inquiries in a timely manner
* Maintaining knowledge of Customer Experience Center policies and procedures, bank products and services, general operating procedures, and regulations to protect the bank from unnecessary risk
* Participating in training and other learning opportunities to expand knowledge of company and position
* Exhibiting positive team spirit and willingness to help customers, both internal and external
* Performing other related duties as assigned
**Senior Specialist Responsibilities**
As a Senior Specialist, you'll be responsible for:
* Educating customers on complex products, services, and disputes
* Identifying and solving customer disputes by processing claims, monitoring and tracking cases, reporting losses to leadership, and identifying fraud trends with a sense of urgency and in compliance with Reg E & NACHA timelines
* Providing guidance, mentoring, and training to other specialists as needed
**Qualifications**
To be successful in this role, you'll need:
* High school diploma or equivalent required, college education preferred
* Minimum of 1 year of experience in customer service and/or sales required
* Detail-oriented and good organizational skills
* Ability to produce individual and team sales and customer experience results
* Effective written and verbal communication skills, including a pleasant tone and exceptional telephone manners
* Proven ability to work closely with others in a willing and professional manner to resolve problems and address needs
* Strong sales and marketing skills with proven ability to sell bank products and services preferred
* Strong sense of teamwork, ability to work cooperatively in a team environment
* Knowledge of bank policies and procedures, regulations, control systems, operational issues related to banking, and retail deposit/loan products and services preferred
* Ability to work and adhere to a flexible schedule in a demanding and fast-paced environment (Hours may exceed 40 hours per week, including Saturday rotations)
**Senior Specialist Qualifications**
To be successful as a Senior Specialist, you'll need:
* Minimum of 2 years Customer Experience Specialist experience required
* Ability to handle and resolve complex matters and handle difficult customer situations with little to no supervision
* Strong attention to detail and ability to make informed decisions
* Ability to quickly and effectively identify needs while problem-solving and exercising good judgment
**Physical Demands**
The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand or sit; kneel, stoop, or squat; use hands or fingers to handle or feel objects, tools, or controls; reach with hands and arms, and talk or hear. The employee is occasionally required to walk. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception, and the ability to focus.
**Work Environment**
The Bank's professional working environment requires employees to communicate effectively, both verbally and in writing. Employees must demonstrate strong interpersonal skills when working closely with internal business partners and external clients. Employees may be exposed to confidential and proprietary information within the working environment, therefore, must uphold confidentiality at all times. Due to the possibility of being exposed to high-risk situations (i.e., robbery), detailed instructions and procedures are required to be followed at all times to safeguard the Bank's employees, customers, and assets.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping our team members grow and develop their skills. As an Experienced Customer Experience Specialist, you'll have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge
* Mentorship and coaching from experienced team members
* Opportunities for career advancement and professional growth
* A collaborative and supportive work environment that encourages teamwork and open communication
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Competitive salary and bonus structure
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Opportunities for professional development and career growth
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for sales and marketing, we want to hear from you! Apply now to join our team of dedicated professionals at arenaflex.
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