Experienced Customer Service Specialist III – Remote ITM Support

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Service Specialist III, you'll play a vital role in providing top-notch support to our customers and internal stakeholders, ensuring that their financial needs are met with professionalism and enthusiasm.

About arenaflex

arenaflex is a leading financial institution dedicated to providing innovative banking solutions to individuals and businesses. With a strong focus on customer satisfaction, we're constantly striving to improve our services and products to meet the evolving needs of our customers. As a remote ITM (Interactive Teller Machine) support specialist, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.

Key Responsibilities

As an Experienced Customer Service Specialist III, your primary responsibilities will include:

• Delivering Exceptional Customer Service: Provide enthusiastic, professional quality service to customers and internal stakeholders, addressing their inquiries, concerns, and issues related to our financial products and services.
• Remote ITM Support: Serve as a liaison outside of normal business hours, responding to customer inquiries, resolving issues, and providing support for our ITM services.
• Maintaining Accurate Records: Document customer interactions, maintain accurate records, and adhere to strict confidentiality standards to protect customer information.
• Process Transactions and Payments: Process telephone transfers, loan payments, and stop payments requests, as well as reset electronic banking PINS, duplicate statements, and answer debit card inquiries.
• Assist with Internet Banking and Bill Pay: Help customers with Internet Banking and Bill Pay, resetting passcodes, assisting with log-in, and guiding them through the Internet Banking website.
• Video Teller Assistance: Provide support for our Video Teller services, assisting customers with their queries and concerns.
• Cross-Selling and Sales Referrals: Identify sales referral opportunities and make appropriate referrals, participating in sales campaigns as identified.
• Maintain Knowledge of Regulations: Stay up-to-date with regulations governing transactions in relation to banking services, including demand deposits and savings accounts.

Essential Qualifications

To succeed in this role, you'll need:

• High School Diploma or Equivalent: A high school diploma or equivalent is required, with a minimum of two years of customer service experience or related experience.
• Financial Call Center Experience: While not required, experience in a financial call center environment is preferred.
• Ability to Work Independently: You'll need to be able to work independently, with minimal supervision, and maintain a high level of productivity.
• Attention to Detail: You'll be responsible for maintaining accurate records and adhering to strict confidentiality standards, so attention to detail is essential.
• Good Communication Skills: Excellent verbal and written communication skills are required, as you'll be interacting with customers and internal stakeholders.
• Flexibility and Dependability: You'll need to be flexible and dependable, with the ability to work outside normal banking hours and adapt to changing priorities.

Preferred Qualifications

While not required, the following qualifications are preferred:

• Microsoft 360 Skills: Proficiency in Microsoft 360 (Excel, Word, Outlook, etc.) is preferred.
• Relationship Builder: Experience in building relationships with customers and internal stakeholders is a plus.
• Ability to Multi-Task: You'll need to be able to multi-task, handling multiple customer interactions and tasks simultaneously.

Standards of Performance

To excel in this role, you'll need to:

• Report to Work in a Timely Manner: Use secure remote connection to report to work on time and maintain a high level of productivity.
• Complete Work Accurately and Efficiently: Complete tasks accurately and efficiently, with minimal errors.
• Avoid Distractions: Minimize distractions and maintain a professional work environment.
• Use Right Technology: Use the right technology and follow "Work from Home" guidelines to ensure seamless remote work.
• Maintain Positive Work-Environment: Maintain a positive work environment with co-workers and customers, providing courteous and professional service.
• Meet Technical Requirements: Meet technical requirements, including internet speed test (10 Mbps download/5 Mbps upload, with a latency of 50ms or less).

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a remote ITM support specialist, you'll have access to:

• Ongoing Training and Development: Regular training and development opportunities to enhance your skills and knowledge.
• Career Advancement Opportunities: Opportunities to advance your career within arenaflex, with a focus on customer service and support.
• Flexible Work Arrangements: Flexible work arrangements, including remote work options, to support your work-life balance.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. As a remote ITM support specialist, you'll be part of a team that's passionate about delivering exceptional customer experiences. Our company culture is built on:

• Collaboration and Teamwork: We believe in collaboration and teamwork, with a focus on supporting each other to achieve our goals.
• Innovation and Creativity: We encourage innovation and creativity, with a focus on finding new and better ways to deliver exceptional customer experiences.
• Customer Focus: We're customer-focused, with a commitment to delivering exceptional service and support to our customers.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive Salary: A competitive salary, commensurate with experience.
• Benefits Package: A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings options.
• Flexible Work Arrangements: Flexible work arrangements, including remote work options, to support your work-life balance.
• Professional Development Opportunities: Ongoing training and development opportunities to enhance your skills and knowledge.

How to Apply

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding career opportunity, apply now to join our team as an Experienced Customer Service Specialist III – Remote ITM Support. Apply for this job