Experienced Customer Support Team Specialist – Delivering Exceptional Banking Services with arenaflex

At arenaflex, we're passionate about providing exceptional banking services that exceed our customers' expectations. As a Customer Support Team Specialist, you'll play a vital role in educating and assisting customers with account inquiries, product, and service-related issues. If you're a customer-centric individual with a passion for delivering top-notch support, we want to hear from you!

About arenaflex

arenaflex is a leading financial institution dedicated to providing innovative banking solutions that meet the evolving needs of our customers. With a strong commitment to customer service, we strive to create a positive and supportive environment that fosters growth and development. Our team of experts is passionate about delivering exceptional experiences that build lasting relationships with our customers.

Key Responsibilities

As a Customer Support Team Specialist, you'll be responsible for:

• Educating and assisting customers with account inquiries, product, and service-related issues over the phone, through online chat, email, online feedback, and Secure Message Center.
• Assisting customers in 4 phone queues, including Customer Support, Debit Card, Credit Card, and UBTgo, while maintaining knowledge of products, fees, and policies, promotions, and technical support skills necessary for the assigned queue.
• Identifying, educating, and documenting Fraud/Compliance Issues and providing resolution to our customers, while serving as a liaison to the Compliance Department for additional follow-up and reporting.
• Participating in outbound projects, including online follow-up and fraud alerts, as well as additional projects as needed.
• Documenting and maintaining account maintenance requests efficiently and accurately.
• Demonstrating knowledge and proven technical skills to efficiently troubleshoot and resolve customer issues in a timely manner.
• Acquiring general knowledge of departments such as Deposit Services, Electronic Banking, Customer Service, Operations, and Loan Collections for effective problem resolution.
• Acquiring extensive understanding of various software systems, including Navigator, BPM, Client Central, Base 2000, Right Now, Director, UBTgo, Business Banking Online, Bill Pay, eQuest, FTNI, Visa Online, Verified by Visa, Centrix, Relius, Launch Compass (Zelle), Okta, Deluxe, and ezCard.
• Evaluating risk based on account review and appropriate discovery with each caller to increase various banking limits up to your approved amount.
• Quickly assessing probable fraudulent situations and educating customers accordingly, while collaborating with the Financial Crimes workgroup regarding such scenarios.
• Educating and assisting customers with inquiries regarding bank communication and Marketing promotions.
• Proactively building customer relationships to uncover account and lending needs.
• Proactively participating in ongoing trainings, coaching, and meetings to ensure continued growth.
• Assisting UBT employees with their inquiries in all queues.
• Promoting arenaflex's customer service philosophy.
• Participating in ongoing product and sales training.
• Understanding and adhering to all bank policies, laws, and regulations applicable to their role, completing compliance training, and following internal processes and controls as required.
• Reporting all compliance issues, violations of law or regulations in accordance with the steps defined in bank policies.
• Performing other job-related duties or special projects as assigned.
• Regular and reliable attendance is an essential function of this position.

Qualifications

To be successful in this role, you'll need:

• 1-3 years' experience in a Call Center or Customer Service position.
• Fluency in Spanish is required.
• Prior bank experience and/or knowledge of arenaflex's products and services is preferred.
• Proficiency in Microsoft Word, Excel, and in working with other financial software.

Preferred Talents

We're looking for individuals with:

• Effective communication skills.
• A positive and people-focused attitude.
• Organizational and time management skills.
• Computer program and software problem-solving skills.
• Deadline-driven and self-directed with a willingness to take initiative.
• Problem-solving skills.

Working Environment

This role is a sedentary position, occasionally lifting and/or carrying up to 25 pounds. The work environment is indoor, with no exposure to outdoor elements or hazards. This role is eligible for hybrid work-from-home opportunities under the work-from-home guidelines upon completion of onboarding.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• A comprehensive benefits program, including medical, dental, and vision insurance.
• A 401(k) retirement plan with company match.
• Paid time off and holidays.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.

How to Apply

If you're a motivated and customer-focused individual with a passion for delivering exceptional support, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our commitment to customer service. Apply for this job