Experienced Senior Customer Service Representative – Long Term Care Policyholder Support

At arenaflex, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and empathy as we work with each other and our local communities, arenaflex values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the arenaflex Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions: Make it human. We care about the people that make up our customers, colleagues, and communities. Make it about others. We do what’s best for our customers and collaborate to drive progress. Make it happen. We work with intention toward a common purpose and forge ways forward together. Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.

About the Role

We are actively recruiting for multiple opportunities within our Policyholder Services and Long Term Care Claims departments. As an Operations team member, you’ll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future. Do you want a career where you can make an impact every day? As a member of the Long Term Care team at arenaflex, you will impact the millions of customers that trust us with their insurance. In the role of Senior Customer Service Representative, you will be responsible for answering inbound calls from policyholders and their representatives that have questions regarding an existing Long Term Care policy. You will be the voice of arenaflex, responsible for delivering excellent customer service, operating in a culture centered around teamwork and collaboration. You will be in a front-line, customer-interactive position, providing timely and accurate information directly to customers and processing transactions to meet the customers’ needs.

Key Responsibilities

- Service customer inquiries via incoming phone calls and written correspondence. - At times, may be responsible for initiating outbound calls. - Process transactions to meet customer needs including address changes, stop payments, and related correspondence. - Initiate daily contact with internal and external customers, working to simplify and educate customers on product features and related processes. - Diffuse escalated situations through analyzing, partnering, and resolving complex customer issues. - Review, analyze, and process written requests and documentation. - Update and ensure integrity of customer accounts, the call follow-up, documentation, and work item management.

What You Will Bring

You will spend the first several months of employment in virtual “classroom” training before beginning to phase into your job responsibilities. You will need to be on camera, actively participate in this training, and must successfully complete all training requirements. At arenaflex, we are committed to caring for our customers and for the safety of our colleagues. When you are working remotely, or during inclement weather/other circumstances which may make the office inaccessible, high-speed internet (50 mbps) and a distraction-free area is required.

Essential Qualifications

- High school diploma or military experience - Excel at customer service (minimum 1 year experience, preferably in a call-center environment, and/or the completion of the National Retail Federation’s Certification in Customer Service & Sales) - Proficient with Microsoft Office applications (e.g., Outlook, Excel, Word, and Teams) - Professional and empathetic demeanor in all interactions, particularly with respect to treating and caring for customers with strong emphasis on the elderly population - Ability to handle various tasks and assignments with multiple deadlines and work in a fast-paced environment - Strong critical thinking, problem-solving, conflict resolution, and collaboration skills - Ability to communicate (written and verbal) benefits and options of various insurance products and diffuse difficult situations

Preferred Qualifications

- Bachelor's or Associate degree - Previous experience in the insurance industry - Previous experience with HIPAA requirements

Employee Benefits & Well-being

arenaflex employees make a difference in people’s lives every day. We’re committed to making a difference in our employees’ lives. Competitive Compensation & Total Rewards, Incentives, Comprehensive Healthcare Coverage, Multiple 401(k) Savings Plan Options, Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!), Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off, and Paid Family Leave, Disability, Life, and Long Term Care Insurance, Tuition Reimbursement, Student Loan Repayment, and Training & Certification Support, Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management), Caregiver and Mental Health Support Services.

Additional Information

The base salary pay range for this role starts at a minimum rate of $43,200 up to the maximum of $66,400. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance, and the target earning opportunity is 5% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting, including but not limited to, geographic location, experience, and qualifications to ensure pay equity within the organization.

About arenaflex

arenaflex Financial, Inc. (NYSE: GNW) is a Fortune 500 company focused on empowering families to navigate the aging journey with confidence, now and in the future. Headquartered in Richmond, Virginia, arenaflex and its CareScout businesses provide guidance, products, and services that help people understand their caregiving options and fund their long-term care needs. arenaflex is also the parent company and majority-owner of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider.

Why Join arenaflex?

We know we can’t deliver on our mission unless we deliver for our employees. That’s why we’re committed to creating a work environment that fosters inclusion, excellence, improvement, and connection. We know each employee contributes in their own unique way, and we’re dedicated to supporting every one of them to help them reach their full potential. We are proud to be an equal opportunity employer and all hiring decisions are based on merit, qualifications, and business need. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

How to Apply

If you are passionate about delivering world-class customer service and making a difference in people’s lives, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application: Apply Job! Apply for this job