Experienced Full Stack Customer Service Representative – Financial Institution Support

At arenaflex, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We're excited to have you join our team of dedicated professionals who are passionate about making a difference in the lives of our clients and their customers. As a Bank and Credit Union Product Support Representative, you will be acting as a Financial Representative on behalf of our financial institution clients, assisting customers with a wide range of financial needs. This role offers a unique opportunity to gain hands-on experience working with a variety of software products, which can then lead to career advancement opportunities across the organization.

About the Role

This position can be worked remotely throughout the US, providing the flexibility to work from the comfort of your own home. However, if you are located within 30 miles of our Springfield, MO or Monett, MO office locations, you will be required to work onsite. The position will start on 1/27/2025, and training will take place Monday – Friday, 8 AM – 5 PM CT, for the first 5 weeks.

Responsibilities

As a Bank and Credit Union Product Support Representative, you will be responsible for:

• Providing assistance to our financial institution clients' customers and members, similar to an over-the-phone personal banker.
• Assessing the nature of the question or issue and resolving it in a timely manner. Questions and issues will vary depending on the customer/members' needs, with guidance from our financial institution clients.
• Assuring system security by verifying customer/member information prior to performing any modifications or resets, according to the financial institution client's security requirements.
• Communicating the customer's needs/expectations to the appropriate personnel. Following escalation procedures to ensure complex support issues are resolved.
• May perform other job duties as assigned.

Requirements

To be successful in this role, you will need to have:

• At least 1 year of customer service experience.
• Schedule Adherence is monitored. You must be able to adhere to a published break and lunch schedule.
• Proven ability to remain calm in stressful situations.
• Comfortable navigating multiple systems while assisting customers/members.
• Must have the ability to communicate clearly and understandably.
• Full-Time candidates must be able to work the following:

+ Candidates must be able to work their assigned schedule in a 363/24/7 call center. Schedules will include nights, weekends, and holidays. (Closed Thanksgiving and Christmas) and will be assigned upon job offer. + Based on business need, candidates will be scheduled for one Saturday/Sunday shift, and will be off one weekday, which will vary between Tuesday-Friday. + We also periodically offer a Weekend Warrior shift that will be 10-hour shifts for 4 consecutive days. + The specific shift will be confirmed if a job offer is extended. Please note there is no flexibility or changes to this shift after it is accepted. Shift will be scheduled between the hours of 9AM-12AM CT.

• We offer a shift differential for night and weekend shifts. The shift differential is paid for each hour worked in the eligible shift and is effective upon hire.
• Candidates will need to acquire (at their own cost) internet that can support a stable and consistent connection. The following speeds are required minimums to maintain a work-from-home status (either hybrid or fully remote):

+ 20 mbps download speed (Note: If more than one individual will be using the internet at your residence during your scheduled shift, it is recommended to increase your download speed to 25 mbps to not interfere with your work connection) + 10 mbps upload speed

Nice to Have

While not required, the following skills and qualifications would be beneficial for this role:

• Customer service and multi-tasking skills.
• Ability to listen to and empathize with the customer/member.
• Ability to use the tools provided for first call resolution.
• Self-developer, takes initiative on career path.
• Experience in call center, bank, or credit union industries.

Why Join arenaflex?

At arenaflex, we pride ourselves on our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental & financial well-being of our people is always met.

Culture of Commitment

Our culture is exceptional, and we do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times, and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At arenaflex, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. arenaflex is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

Compensation and Benefits

The pay range for this position is $34,320-$37,500 per year. We offer a shift differential for night and weekend shifts, and candidates will need to acquire (at their own cost) internet that can support a stable and consistent connection.

How to Apply

If you're excited about this opportunity and feel you have the skills and qualifications to succeed, we encourage you to apply. Even if you don't feel you meet every single requirement on this posting, we still want to hear from you. We're eager to meet motivated people who align with arenaflex's mission and can contribute to our company in a variety of ways. Apply Now! Apply for this job