Experienced Customer Advocacy Team Operations Principal Coordinator (Work from Home) – Redefining White Glove Service

Are you a motivated and empathetic leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic environment where no two days are the same? If so, we invite you to join arenaflex as an Experienced Customer Advocacy Team Operations Principal Coordinator (Work from Home). In this role, you will have the opportunity to lead a team of customer advocates, providing guidance and support to ensure that every customer interaction is a positive one.

About arenaflex

arenaflex is a leading financial institution that is committed to providing innovative financial solutions to our customers. We believe in the power of one – one customer at a time, one interaction at a time. Our team of dedicated professionals is passionate about delivering exceptional customer experiences, and we are seeking like-minded individuals to join our ranks.

Job Summary

As an Experienced Customer Advocacy Team Operations Principal Coordinator (Work from Home), you will be responsible for leading a team of customer advocates, providing guidance and support to ensure that every customer interaction is a positive one. You will work closely with our business contacts to research and resolve complex customer escalations, provide subject matter expertise to front-line agents, and communicate with customers via email or chat. Your expertise will be essential in resolving tech issues, assisting with day-to-day reporting, and executing assigned projects with high accuracy and attention to detail.

Responsibilities

- Research and resolve complex customer escalations - Accurately notate SOR (Service Order Request) - Subject Matter Expert that provides guidance to front-line agents on P&P (Product and Process) and systems - Research and respond to OOTP (Out of Process) escalations and Tier 3 complaints - Flag potential regulatory compliance violations or risk events - Flex for Risk Support when needed - Reduce reputational risk and customer harm via handling of Dealer complaints - Serve as liaison for customers engaged in both NP (Non-Public) & Dealer experiences - Resolve tech issues customers are facing - Assist tech partners in testing of new product features / bugs - Assist with day-to-day reporting strategy to ensure business metrics are meeting goal - Various projects including but not limited to: scheduling; assignments; training - Execute assigned projects with high degree of accuracy and some oversight while meeting deadlines

Requirements

- High School Diploma, GED, or equivalent certification - At least 3 years Customer Service or Call Center experience - At least 2 years experience working in the Financial Industry - At least 1 year experience using Google Suite or Microsoft Office - Strong leadership and communication skills - Ability to work in a fast-paced environment with multiple priorities - Excellent problem-solving and analytical skills - Ability to work independently and as part of a team - Strong attention to detail and organizational skills

Preferred Qualifications

- Bachelor's Degree or military experience - At least 4 years Customer Service or Call Center experience - At least 3 years experience working in the Financial Industry - At least 2 years of Customer Escalations experience - At least 1 year of experience in Compliance or Risk Management

Work Environment and Culture

arenaflex is committed to providing a dynamic and inclusive work environment that supports the growth and development of our employees. As a work-from-home employee, you will have the flexibility to work from the comfort of your own home, while still being connected to our team and customers. Our culture is built on the principles of empathy, innovation, and collaboration, and we are seeking individuals who share these values.

Benefits and Compensation

arenaflex offers a comprehensive benefits package that includes: - Medical, Dental, Vision, Prescription coverage Day 1 - Flexible Scheduling - Paid Time Off - Wellbeing offerings such as backup childcare and Mental Wellness support - Tuition Reimbursement - Paid Training and Development offered quarterly - Flexible Spending Account - Life Insurance as well as Disability - Disability Insurance - 401 K and Stock Purchase Plan

Salary and Location

The salary range for this role is $56,800 - $64,800 per year, and the location is Richmond, VA. However, we are open to considering candidates from other locations who are willing to work remotely.

How to Apply

If you are a motivated and empathetic leader with a passion for delivering exceptional customer experiences, we invite you to apply for this role. Please submit your resume and a cover letter explaining why you are the ideal candidate for this position. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. arenaflex promotes a drug-free workplace and will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries. Apply for this job