Experienced Customer Solutions Manager – Servicing Operations and Customer Experience

At arenaflex, we're on a mission to broaden the reach of community banks to extend credit access to everyday Americans. Through best-in-class customer service, transparency, responsible lending, and financial inclusion, we support consumers who are turned away by mainstream options to build better financial health. Our team of caring, innovative, and inclusive individuals thrives in a diverse and collaborative environment where we continuously improve and strive for excellence. As a Customer Solutions Manager at arenaflex, you'll play a vital role in guiding business insights, key metrics, and determining the overall performance goals for Servicing Operations. You'll partner across the entire organization with internal stakeholders, including Product, Customer Advocate, Operational Risk, Compliance, Tech, Finance, and other business operations teams. Your exceptional communication skills, leadership abilities, and capacity to influence will drive successful communication, teamwork, collaboration, and commitment across multiple groups within the company.

What You'll Get to Do

As a Customer Solutions Manager, you'll have the opportunity to:

• Support and coach the department to follow all expectations, ensuring adherence to quality standards, deadlines, and proper procedures while mentoring and empowering the team for results and accountability.
• Drive successful communication, teamwork, collaboration, and commitment across multiple groups within the company.
• Support capacity planning for the Transaction Processing Team to ensure that the proper resources are available to support and accomplish key departmental goals.
• Work with leadership to align the Customer Solutions departmental goals with overall company performance goals and pillars.
• Maintain Customer Department Policies and Procedures, continually working to refine and make proactive enhancements that build efficiencies and improve processes.
• Proactively identify, recommend, and implement process improvement opportunities to ensure superior customer service and issue resolution.
• Manage escalated servicing issues, develop corrective action plans, and document and report ongoing product/process challenges.
• Participate in the review and selection of potential new vendors and the prioritization of new technologies to support Customer Service, operational efficiency, and account accuracy.
• Manage external vendors that support Servicing Operations needs.
• Proactively make suggestions and design and implement infrastructure to uphold and promote best-in-class Customer Service.
• Develop and track defined department KPIs and service level metrics.
• Oversee day-to-day functions of assigned departments, ensuring quality outputs that meet or exceed targeted key performance metrics.
• Contribute to company performance goals by planning and driving initiatives in alignment with those objectives.

What You'll Bring to the Team

To succeed in this role, you'll need:

• Experience managing a team of individual contributors at varying levels
• Experience working in the financial services industry with knowledge of Treasury and Accounting
• Experience working in operations with ACH, Check, Refunds and Returns Processing, Loan Rescissions, Chargebacks, Settlements
• Exceptional problem/issue resolution skills
• Excellent verbal and written communication skills
• Excellent attention to details
• Strong analytical, prioritization, organizational, multi-tasking, and time management skills
• Team player with the ability to work productively within a group and maintain a high degree of independence

Desirable Skills

While not required, the following skills will be beneficial:

• Excellent written and verbal communication
• Goal Setting and Planning
• Advanced Excel/Google knowledge (Macro/VBA creation)
• Proficient in SQL (Snowflake knowledge is a plus)

Reports to and Job Level

You'll report to the Senior Manager, Customer Solutions, and work at the Manager level.

Total Compensation Package

The minimum salary for this role is $85,600. The total compensation package includes eligibility for performance-based bonuses as well as a 1-time equity grant based on level. The actual offer, reflecting the total compensation package and benefits, will be at the company's sole discretion, and determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.

Total Rewards and Benefits

At arenaflex, we offer a flexible remote environment, 401(k) matching program, and flexible paid vacation. Other benefits include medical benefits, dental and vision coverage, and tuition reimbursement. To support your wellness & growth, we provide monthly meditation and yoga classes and access to all LinkedIn Learning courses. We also offer Fringe, which is a lifestyle benefits platform that lets you decide how you want to spend your rewards from dozens of vendors like Uber, Doordash, and Urban Sitter. Dress code is casual.

EEO Statement

arenaflex is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, federal law, or regulations. Our goal as a company is to build an equitable workplace that actively works to dismantle systems of oppression in our processes, procedures, and interactions. We aim to help our employees thrive where they work and beyond.

Reasonable Accommodation

As part of arenaflex's commitment to providing equal opportunity to qualified individuals, we will ensure that persons with disabilities are provided reasonable accommodation as defined by applicable laws and organizational policies. If reasonable accommodation is needed to participate in the job application or interview processes or job requirements, please contact our People Team at [email protected].

California Employee Privacy Policy

Pursuant to the requirements of the California Consumer Privacy Act, arenaflex is providing the "arenaflex California Employee Privacy Policy", which details the categories of personal information collected and your rights under the policy. If you are a California resident, please review the policy here: https://www.arenaflex.com/careers/.

Apply Now

Ready to join our team and make a difference in the financial system? Apply now and become a part of arenaflex's mission to broaden the reach of community banks and extend credit access to everyday Americans. Apply Job! Apply for this job