Experienced Senior Customer Specialist – Retirement Services

At arenaflex, we're dedicated to helping our customers navigate life's uncertainties and achieve peace of mind. As a Senior Customer Specialist in our Retirement Services team, you'll play a vital role in delivering exceptional customer experiences and providing expert support to our clients. If you're passionate about customer service, financial services, and continuous learning, this could be the perfect opportunity for you to grow your career and make a meaningful impact.

About arenaflex

arenaflex is a leading provider of innovative financial solutions that help protect our customers against life's uncertainties. With a strong commitment to customer satisfaction and employee development, we're a dynamic and supportive organization that values collaboration, creativity, and continuous learning. Our team is passionate about making a positive difference in the lives of our customers, and we're looking for like-minded individuals to join us on this journey.

Job Summary

As a Senior Customer Specialist in our Retirement Services team, you'll be responsible for providing high-quality customer support to financial professionals and customers through phone and email interactions. You'll utilize a range of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment. Your primary goal will be to deliver exceptional customer experiences, accurately document and resolve requests, and consistently meet or exceed established individual and team metric goals.

Key Responsibilities

* Communicate with financial professionals and customers primarily through phone and email, providing a high-quality customer experience by projecting a professional and positive attitude.

• Utilize a variety of software tools to navigate contract information, research and review products, and communicate effective solutions in a fast-paced, team-oriented environment.
• Accurately document and resolve requests for account information and updates, understanding the digital customer experience and educating customers about easier and more efficient ways they can resolve future requests.
• Responsible for accurately and efficiently taking and processing allocation change instructions within our variable products.
• Consistently meets or exceeds established individual and team metric goals.

Qualifications

* 1+ years of customer service experience, with contact center experience preferred.

• High school diploma or equivalent required; an associate or bachelor's degree preferred.
• Financial Services experience (including Life Insurance, Annuities, Banking, Group Retirement, etc.) strongly preferred.
• Proficiency in a Windows-based environment (Office 365 & Microsoft Teams) required.
• Strong client-focused and managed-money mindset required.

Essential Skills and Competencies

* Decision-Making & Problem-Solving skills: able to intake information from multiple sources to evaluate problems and potential solutions, understand how to use resources and job aids to follow documented procedures and processes, and has an awareness of financial risks when making processing decisions.

• Communication skills: listens attentively and actively, asks clarifying questions, and manages distractions and interruptions; proficient spelling, punctuation, and grammar; strong emotional intelligence and organizational skills; and the ability to tailor communication style to match the caller.
• High Aptitude for Learning: embraces change and takes on the challenge of learning new information, systems, products, and procedures; enjoys learning and seeks out training to further develop knowledge and understanding.
• Dependability: meets attendance and punctuality requirements.

Work Environment and Company Culture

* Must be flexible between 7:00a-6:30p CST Monday – Friday; actual shift times once in production are based on business needs and may vary between 7:00a-6:30p CST.

• This position requires that you attend the training as scheduled; training for this position is expected to start from July 17th, and will be from 8:00a-4:30p CST.
• This is a hybrid position that will start with in-office work 3 days a week and work-from-home 2 days, with the potential to transition to full-time work-from-home in the future.

Employee Benefits

* arenaflex aims to protect our employees' wellbeing through a broad benefits offering, including health, dental, and vision insurance; mental health benefits and an employee assistance program; and a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability).

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to employee development and offers a range of training and learning opportunities to help you grow your skills and advance your career.

• Our team is passionate about continuous learning and is always looking for ways to improve and innovate.
• We offer a supportive and collaborative work environment that encourages creativity, innovation, and teamwork.

Compensation, Perks, and Benefits

* arenaflex offers a competitive salary and benefits package, including health, dental, and vision insurance; mental health benefits and an employee assistance program; and a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability).

• We also offer a range of perks and benefits, including flexible work arrangements, professional development opportunities, and a supportive and collaborative work environment.

Conclusion

If you're passionate about customer service, financial services, and continuous learning, we encourage you to apply for this exciting opportunity to join our Retirement Services team at arenaflex. As a Senior Customer Specialist, you'll have the chance to make a meaningful impact on our customers' lives and grow your career in a dynamic and supportive organization. Apply now to take the first step towards a rewarding and challenging career with arenaflex! Apply for this job