Experienced Customer Support Specialist I - Extended Hours (In Office) at arenaflex

Are you a customer service enthusiast with a passion for delivering exceptional support to customers? Do you thrive in a fast-paced environment where no two days are the same? Look no further than arenaflex, a leading financial institution dedicated to providing innovative banking solutions to its customers. We are seeking an experienced Customer Support Specialist I - Extended Hours (In Office) to join our team in Fayetteville, NC.

About arenaflex

arenaflex is a forward-thinking financial institution that has been serving the community for over a century. Our mission is to provide our customers with exceptional banking experiences, innovative products, and personalized service. We are committed to building long-term relationships with our customers and employees, and we believe that our employees are the key to our success.

Job Summary

As a Customer Support Specialist I - Extended Hours (In Office), you will be responsible for providing efficient and effective service to customers, prospective customers, and branch personnel via inbound telephone calls, email requests, secure messages, chat, or other approved avenues. You will be the first point of contact for customers, and your primary goal will be to resolve their issues on the first call. You will also be responsible for identifying potential cross-sell opportunities and referring them to our Customer Support Specialist IIs and Senior Customer Support Specialists.

Key Responsibilities

* Answer all retail and some basic commercial customer phone call inquiries, including account inquiries, general loan inquiries, stop payment requests, address/account type changes, loan payment reversals, and fee or charge reversals.

• Return customer phone messages from after hours.
• Perform account transactions, including payments and transfers.
• Assist customers with Telephone Banking inquiries, including password resets, basic system training, and basic troubleshooting.
• Assist customers with Online Banking inquiries, including password resets, secure access code delivery/retrieval, basic system training, Mobile Deposit enrollment/check deposit, Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management tools, and overall troubleshooting.
• Assist customers with Debit Card inquiries, including new/replacement/ existing card activations/PIN sets/resets and travel maintenance, card reorders, card closures, temporary card limit increases, and card status research/changes resulting from Fraud Alerts or lost/stolen cards.
• Research and respond to secure/unsecure customer messages.
• Serve as a resource for operations, policy, and procedure information to associates and customers by remaining current on all new and existing products specific to the Customer Service.
• Provide, present, and promote Service Excellence to all external and internal customers.
• Complete training as assigned.
• Complete annual compliance courses.
• Adhere to all corporate policies and procedures, as well as Federal and State regulations and laws, including the Bank Secrecy Act and the Anti-Money Laundering Act.
• Perform other duties as required.

Essential Qualifications

* High school diploma or general education degree (GED) or the equivalent combination of education and experience.

• Work-related experience should consist of duties in a business environment.
• Educational experience, through in-house training sessions, formal school, or financial industry-related curriculum, should be business or financial industry-related.
• Intermediate knowledge of Bank operations, products, and services, related state and federal laws and regulations, and other Bank operational policies and procedures.
• Excellent organizational and time management skills, with the ability to work with minimal supervision and prioritize work and responses to customers.
• Intermediate skills in computer terminal and personal computer operation, mainframe computer system, word processing, spreadsheets, web-based programs, and specialty software programs.
• Exceptional verbal, written, and interpersonal communication skills, with the ability to apply common sense to carry out instructions and apply Active Listening to effect problem-solving for customer inquiries.

Preferred Qualifications

* Customer service experience, with a focus on resolving customer complaints and issues.

• Product knowledge, with a focus on retail and commercial banking products and services.
• Quality focus, with a focus on delivering exceptional customer service and resolving issues efficiently.
• Problem-solving skills, with the ability to analyze complex customer issues and provide effective solutions.
• Documentation skills, with the ability to accurately document customer interactions and issues.
• Listening skills, with the ability to actively listen to customers and understand their needs.
• Phone skills, with the ability to communicate effectively with customers over the phone.
• Conflict resolution skills, with the ability to resolve customer complaints and issues in a professional and courteous manner.
• Information analysis skills, with the ability to analyze customer data and provide effective solutions.
• Multi-tasking skills, with the ability to handle multiple customer interactions and tasks simultaneously.

Work Environment and Culture

* The work environment is a professional office with standard office equipment.

• The ideal candidate will be able to work in a fast-paced environment, with minimal supervision, and prioritize work and responses to customers.
• arenaflex is committed to building a diverse and inclusive workplace, where employees feel valued and supported.
• We offer a comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and paid time off.

Compensation and Perks

* Competitive salary and benefits package.

• Opportunities for career growth and advancement.
• Comprehensive training and development programs.
• Recognition and rewards for outstanding performance.
• Flexible work arrangements, including telecommuting and flexible hours.
• Access to cutting-edge technology and tools.
• Collaborative and supportive work environment.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional support to customers, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to building a workplace that is inclusive and respectful of all employees, and we strive to create a work environment that is free from harassment and discrimination.

Reasonable Accommodations

arenaflex is committed to providing reasonable accommodations to individuals with disabilities. If you require a reasonable accommodation to apply for this position, please contact us at [insert contact information].

Closing

Thank you for considering this exciting opportunity to join the arenaflex team! We look forward to hearing from you and exploring how you can contribute to our mission of delivering exceptional banking experiences to our customers. Apply for this job