Experienced Bilingual Customer Service Representative – Retirement Plan Services

Join arenaflex, a leading provider of retirement plan services, in a dynamic and fast-paced environment where you can make a meaningful impact on the lives of our customers. As an Experienced Bilingual Customer Service Representative, you will be the primary point of contact for English and Spanish speaking individuals who have questions or concerns regarding their retirement plan. You will serve as a subject matter expert, educating them about the retirement plan using excellent customer service and problem-solving skills to create a positive experience.

About arenaflex

arenaflex is a company that values its employees and provides a supportive and inclusive work environment. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunity employer. Our company is dedicated to helping people plan, protect, and retire with confidence. As of Dec. 31, 2022, approximately 16 million customers trust our guidance and solutions across four core businesses – annuities, life insurance, group protection, and retirement plan services.

The Role

As an Experienced Bilingual Customer Service Representative, you will be responsible for:

• Answering inbound calls, which can average typically anywhere from 60-90 calls per day, call backs, and email correspondence from internal and external stakeholders such as plan participants, beneficiaries, financial professionals, and plan sponsors, addressing customer service inquiries and concerns.
• Working in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution.
• Meeting and/or exceeding all established key performance goals, including call metrics and quality.
• Building rapport with and educating our customers about their retirement plan while researching multiple systems, databases, platforms, and software.
• Providing accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer's needs and demonstrating flexibility and responsiveness through problem resolution.
• Demonstrating professionalism and maintaining composure in the face of high call volume, shifting priorities, and rapid change.
• Identifying and recommending process improvements and organizational initiatives to positively influence the team and quality.

Training and Development

We are committed to providing our employees with the necessary training and development to succeed in their roles. As an Experienced Bilingual Customer Service Representative, you will receive:

• Several weeks of paid training, coaching, and development to perform in this fast-paced environment.
• Training will be led by one of our dedicated trainers in a classroom setting, along with a cohort of peers and managers, and will provide you with foundational knowledge to assist you in excelling in a career with arenaflex.
• A clearly defined career framework to help you successfully manage your career.
• Leadership development and virtual training opportunities.
• PTO/parental leave.
• Competitive 401K and employee benefits.
• Free financial counseling, health coaching, and employee assistance program.
• Tuition assistance program.
• A leadership team that prioritizes your health and well-being, offering a remote work environment and flexible work hybrid situations.
• Effective productivity/technology tools and training.

Requirements

To be successful in this role, you will need:

• High School Diploma or GED.
• 0-1+ Years of general experience – does not need to be directly related to the position.
• Bilingual with verbal and written proficiency in both English and Spanish.
• Strong written and verbal communication skills.
• Ability to work with others in a fast-paced, team environment.
• Ability to quickly learn complex systems and product knowledge.
• Ability to navigate through multiple systems/databases/platforms/software while engaging in customer conversations.
• Ability to be adaptable/flexible as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications

While not required, the following qualifications are preferred:

• Associates degree/post-secondary education.
• 2+ years of previous service industry and/or financial services experience.
• Previous remote/work from home experience.
• Passion for helping, servicing, and educating others and the desire to build rapport during each interaction.
• Ability to research and problem solve, while providing outstanding customer service.
• Strong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures, and guidelines.
• Solid relationship management skills with customers, management, peers, and colleagues.

Work Environment

As an Experienced Bilingual Customer Service Representative, you will work in a hybrid/flexible environment, with the option to work from home and use the office as appropriate for in-person collaboration. You will be required to adhere to scheduled breaks/lunches and work overtime as needed during peak volumes.

Compensation

The base pay for this role is $20.42/hour. Actual base pay could vary based on non-discriminatory factors including but not limited to work experience, education, location, licensure requirements, proficiency, and qualifications required for the role.

How to Apply

If you are a motivated and customer-focused individual who is passionate about helping others, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!

About arenaflex's Commitment to Diversity and Inclusion

arenaflex is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We are dedicated to recruiting, hiring, compensating, training, and promoting, in all job classifications, without regard to race, color, religion, sex (including pregnancy), age, national origin, disability, sexual orientation, gender identity and expression, Veteran status, or genetic information. Apply for this job