Experienced Full Stack Customer Service Representative – Banking and Financial Services

Join arenaflex, a leading provider of business process outsourcing, staff augmentation, and IT services, as a Full Stack Customer Service Representative. In this role, you will be the face of arenaflex, interacting with hundreds of customers each week to resolve support issues and ensure a best-in-class customer experience. If you're a natural problem solver with excellent communication skills and a passion for delivering exceptional customer service, we want to hear from you.

About arenaflex

arenaflex is a dynamic and innovative company that helps customers take on their CX and DX challenges differently. We create industry-leading solutions that deliver exceptional experiences and drive optimal performance. With a diverse lineup of tech-enabled business services operating companies, arenaflex is the holding company for a range of subsidiaries, including Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736). Our mission is to drive modernization through digitalization, ensuring clients do more for less.

Position Overview

As a Full Stack Customer Service Representative, you will be responsible for handling inbound customer calls, emails, and live chats in a courteous, timely, and professional manner. You will listen to customers, understand their needs, and resolve customer issues, escalating them to the appropriate staff and managerial for resolution as needed. You will also be responsible for creating and maintaining customer CRM records with accurate call details, accurately documenting call resolution in appropriate systems, and following all required scripts, policies, and procedures.

Key Responsibilities

* Handle inbound customer calls, emails, and live chats in a courteous, timely, and professional manner

• Listen to customers, understand their needs, and resolve customer issues
• Escalate customer issues to the appropriate staff and managerial for resolution as needed
• Ensure first call resolution through problems solving and effective call handling
• Follow the processes of the Client program and perform all tasks in a courteous and professional manner
• Utilize knowledge base and training to accurately answer customer questions
• Create and maintain customer CRM records with accurate call details
• Accurately document call resolution in appropriate systems
• Strictly follow client process for handling financial issues and inquiries
• Comply with requirements surrounding confidential information and personal information
• Follow all required scripts, policies, and procedures
• Adhere to all attendance and work schedule requirements, including all scheduled training

Essential Qualifications

* Must be 18 years of age

• High School Diploma or Equivalent
• Minimum of three (3) years in a call center environment
• Minimum of (1) year of experience in a customer service role
• The ability to multi-task using multiple screens and systems while talking on the phone with customers
• The ability to type swiftly and accurately 30-45 Words per minute
• The ability to read and speak English fluently
• Familiarity with computer and Windows PC applications and the ability to learn new and complex computer system applications, including corporate intranet
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook, including Sharepoint)
• Excellent organizational, written, and oral communication skills
• The ability to multi-task across multiple systems and screens while speaking to customers
• Must be customer service oriented (empathetic, responsive, patient, and conscientious)
• Strong team orientation and customer focus with a positive attitude
• Highly reliable with the ability to maintain regular attendance and punctuality
• Aptitude for issue identification and problem solving
• The ability to thrive in a fast-paced environment where change and ambiguity are prevalent
• An aptitude for conflict resolution and problem solving
• The ability to demonstrate good judgment when making decisions surrounding account inquiries, resolution paths, and call handling
• Excellent interpersonal skills and the ability to build relationships with your team and customers

Preferred Qualifications

* Associates Degree or higher is a plus

• Relevant experience in banking or financial services is a plus
• Experience with data-entry utilizing a computer - proven professional writing and communication abilities to support the customer is a plus
• Bilingual Spanish - Extremely Beneficial

Conditions of Employment

* Must be authorized to work in the country where the job is based

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

Compensation and Benefits

* Standard starting compensation is commensurate with experience

• Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year
• Employees earn paid time off as well as paid holidays and paid training opportunities
• Regular daily, weekly, and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentives and prizes such as computers, tablets, phones, TVs, trips, tickets, and even cars
• In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment
• Benefits options and plans vary slightly by location

Work Environment and Culture

* This job operates in a professional office environment

• While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset
• The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer
• The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds
• arenaflex is committed to providing a work environment free from discrimination, where employees are treated with dignity and respect
• We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline

Reasonable Accommodation

* Consistent with the Americans with Disabilities Act (ADA), it is the policy of arenaflex and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship

• The policy regarding requests for reasonable accommodation applies to all aspects of employment
• If reasonable accommodations are needed, please contact Human Resources

Diversity and Equality

* arenaflex is an equal opportunity employer and welcomes diversity in the workplace

• We are committed to providing a work environment free from discrimination, where employees are treated with dignity and respect
• We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional customer service, we want to hear from you. Apply now to join our team as a Full Stack Customer Service Representative and take the first step towards a rewarding career with arenaflex. Apply for this job