Experienced Customer Care Representative I - Remote within 50 miles of Charleston SC

At arenaflex, we're dedicated to providing exceptional financial solutions to individuals, families, and businesses. As a leading bank, we've been serving our communities for over 100 years, and our team members are the driving force behind our success. We're proud to be a reflection of the communities we serve, and our core values make arenaflex a great place to bank and a great place to work. Join our team and become a part of a dynamic and supportive environment where you can grow, learn, and thrive.

About the Role:

As an Experienced Customer Care Representative I, you will play a vital role in delivering a seamless experience to our external and internal customers. You will be responsible for providing superior customer service, building and maintaining rapport with customers, and identifying and resolving customer inquiries using active listening, critical thinking, and probing skills. You will also be expected to meet or exceed customer care representative quality and productivity goals assigned by management.

Key Responsibilities:

* Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution.

• Answer inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer.
• Provide tier one digital banking support to include Multi-Factor Authentication unlock or delete, unlock customer's Online Banking profile, and assist customer with self-service password tool.
• Assist customers with debit card support to include inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes.
• Process customers inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
• Promote our virtual branch solutions to our customers by ensuring we met or exceeded their expectations.
• Meet or exceed the Customer Care Representative quality and productivity goals assigned by management.
• Ensure the security of customer information and assist with minimizing bank loss by performing customer authentication on each call received.
• Use all available systems and resources to review and interpret customer information.
• Maintain a working knowledge of PC skills including the ability to troubleshoot common problems and navigate the internet, intranet, and between multiple systems.
• Provide support by performing additional duties and tasks as needed or assigned.
• Maintain a positive, empathetic, and professional demeanor with customers at all times regardless of the circumstances, or stress level of the call center.
• Keep customers aware of changes in bank services, practices, and other factors affecting their account relationship.
• Follow established processes and guidelines in daily activities to do what is right for the customer and the bank, adhering to all company and department policies.
• Successfully complete additional skills training as required/requested.

Competencies:

* Strong knowledge of banking procedures.

• Patience, ability to remain calm even when the customers are stressed or upset.
• Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
• Attentiveness, ability to listen to customers concerns, identify the issues, and find a resolution.

Qualifications, Education, and Certification Requirements:

* Must reside within 50 miles of Charleston SC.

• Education: High School Diploma or equivalent.
• Experience: Previous customer service (Inbound Call Center) experience, Experience in financial services, Strong computer skills and ability to navigate systems for quick resolution.
• Certifications/Specific Knowledge: Must have excellent customer service skills including verbal, listening, and problem-solving skills. Must be enthusiastic and highly motivated with a strong work ethic and intense focus on results. Ability to work with confidential information, both internally and externally, in a professional manner. Ability to have flexible hours when necessary. Receptive to coaching and feedback. Demonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environment. Interpersonal skills to create a positive and effective work environment.

Training Requirements/Classes:

* Annual Regulatory Compliance Training.

• Successfully complete Customer Care New Hire Training.

Physical Demands/Work Environment:

* Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.

• This position requires a large amount of time in front of a computer.
• arenaflex reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
• arenaflex reserves the right to suspend Remote Work privileges at any time.

Telecommuting Requirements:

* Required to have a dedicated work area established that is separated from other living areas and provides information privacy.

• Ability to keep all company sensitive documents secure (if applicable).
• You agree that you will not provide child or adult care during hours of scheduled work.

Telecommuting Technical Requirements:

* A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).

• Must be able to directly connect to router/modem via Ethernet cable. Check your download speed using a speed test.
• To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
• arenaflex reserves the right to request proof of internet provider, speed, and service package from the employee.
• Requirements are subject to change, as new systems and technology are delivered.

Travel:

* Must be available to travel when necessary.

• Must reside within 50 miles of Charleston SC.

What We Offer:

* Competitive salary and benefits package.

• Opportunities for career growth and professional development.
• Collaborative and supportive work environment.
• Recognition and rewards for outstanding performance.
• Flexible work arrangements, including remote work options.
• Access to cutting-edge technology and tools.
• Comprehensive training and development programs.
• A dynamic and inclusive company culture.

How to Apply:

If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you! Apply Job! Apply for this job