Experienced Full Stack Customer Service Representative – Fraud Prevention & Resolution – Remote Opportunity

Are you passionate about delivering exceptional customer service and making a difference in the lives of others? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join arenaflex, a leading financial institution dedicated to helping our customers achieve their financial goals and grow their businesses. As an Experienced Full Stack Customer Service Representative in our Fraud Prevention & Resolution team, you will play a critical role in providing high-quality support to our credit and debit card customers, preventing financial loss, and resolving complex issues. With a strong emphasis on customer satisfaction, you will work closely with multiple departments to service fraud and dispute issues, document fraud alerts, and escalate fraud alerts to appropriate groups.

About arenaflex

arenaflex is a forward-thinking financial institution that is committed to innovation, customer satisfaction, and community development. We believe in empowering our employees to succeed and providing them with the tools, training, and support they need to excel in their careers. With a strong focus on diversity, equity, and inclusion, we strive to create a workplace culture that is inclusive, respectful, and supportive of all employees.

Responsibilities

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

• Answering 80-120 incoming calls and providing high-quality support to our credit and debit card customers over the phones
• Performing a variety of tasks to prevent financial loss by blocking or placing security holds on accounts, placing lost/stolen statuses on debit and credit accounts, and forwarding fraud and dispute information to the appropriate parties
• Initiating fraud claims and providing information on existing fraud and dispute claims
• Partnering with multiple departments to service fraud and dispute issues
• Documenting fraud alerts, building case files, and escalating fraud alerts to appropriate groups
• Working closely with customers to resolve complex issues and provide exceptional customer service

Requirements

To be successful in this role, you will need:

• High school diploma or equivalent
• One to two years of customer service experience
• One to two years of experience using a computer, especially Microsoft Office applications
• Strong verbal and written communication skills
• Strong problem-solving and negotiation skills as well as the ability to handle difficult customer calls
• Proficient computer skills, especially Microsoft Office applications
• Ability to work with unwritten but generally understood instructions; relying on precedents when available or applicable
• Ability to identify and interpret data and resolve exceptions

Preferred Qualifications

* Some knowledge of consumer, debit, and corporate/government card products

• Experience working in a call center or customer-facing environment
• Familiarity with financial industry regulations and compliance
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced, dynamic environment

Work Environment & Culture

As a remote employee, you will have the flexibility to work from the comfort of your own home or a designated remote workspace. Our remote work environment is designed to be productive, efficient, and enjoyable, with a focus on work-life balance and employee well-being. We offer a comprehensive benefits package, including:

• Health, dental, and vision insurance
• Life insurance programs for the employee and family
• Short and long-term disability
• Paid time off, including the opportunity to purchase additional vacation time
• Generous tuition reimbursement program
• Banking discounts
• 401(k) with company match and pension programs
• Casual attire

Compensation & Benefits

We offer a competitive salary range of $20.00 - $22.00 per hour, depending on location and experience. In addition to salary, we offer a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, 401(k) contribution, and pension (all benefits are subject to eligibility requirements).

Career Growth Opportunities

At arenaflex, we believe in investing in our employees' careers and providing them with opportunities for growth and development.

We offer

• Comprehensive training and development programs
• Mentorship and coaching opportunities
• Career advancement opportunities within the company
• Opportunities for professional certification and licensure
• A supportive and inclusive work environment that encourages collaboration and innovation

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and making a difference in the lives of others, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Apply for this job