Bilingual Spanish‑Speaking Customer Service Representative – Video Banking, Remote & On‑Site Support at arenaflex

About arenaflex – Pioneering the Future of Digital Banking

arenaflex is a leading financial services institution with a legacy of innovation, community focus, and a commitment to delivering exceptional experiences to every customer. With a network that spans across the United States, arenaflex blends cutting‑edge technology with a human‑first approach, ensuring that each interaction—whether in‑branch, online, or via video—is seamless, secure, and personalized. Our Video Banking Centers are at the heart of this transformation, enabling customers to conduct teller‑level transactions through high‑definition video connections while our on‑site teams provide the expertise and empathy that only a live banker can deliver.

Position Overview

We are seeking a dynamic, bilingual (Spanish‑English) Customer Service Representative to join our Video Banking Center located in Portage, MI. In this role, you will be the voice and face of arenaflex for customers who prefer a digital teller experience. You will work alongside a collaborative team that empowers branch staff to focus on high‑value sales and service, while you handle transaction‑based inquiries, resolve issues, and create meaningful connections through video and audio channels.

Key Responsibilities

• Customer Interaction: Answer inbound video, phone, and chat inquiries, providing accurate information on arenaflex products, services, and policies in both Spanish and English.
• Transaction Support: Guide customers through video‑banking transactions such as deposits, withdrawals, loan payments, and account inquiries, ensuring compliance with regulatory standards.
• Problem Resolution: Investigate and resolve complex service issues, escalating only when necessary, while maintaining a high level of customer satisfaction.
• CARE Model Delivery: Apply arenaflex’s CARES (Connect, Acknowledge, Resolve, Educate, Follow‑up) framework to each interaction, fostering trust and loyalty.
• Documentation & Reporting: Accurately document all customer interactions in arenaflex’s CRM system, capturing key details to minimize repeat contacts and improve service efficiency.
• Risk Management: Identify potential fraud or compliance concerns, following arenaflex’s risk‑management protocols to protect both the customer and the organization.
• Technology Utilization: Leverage video banking hardware and software tools, troubleshooting minor technical issues and providing feedback for continuous improvement.
• Team Collaboration: Partner with branch staff, product specialists, and back‑office teams to deliver end‑to‑end solutions that meet customer needs.
• Shift Flexibility: Work one of the available shift patterns, including Monday‑Friday schedules with alternating Saturdays, to support extended service hours.

Essential Qualifications

• Fluent in both Spanish and English with excellent verbal and written communication skills.
• High school diploma, GED, or equivalent; a college degree is not required but may be considered if combined with relevant experience.
• Less than 1 year of experience in a customer‑service or banking environment is typical; however, demonstrated ability to learn quickly and adapt is essential.
• Strong attention to detail, accuracy, and the ability to manage multiple priorities in a fast‑paced setting.
• Basic proficiency with computer systems, video conferencing tools, and CRM platforms.
• Commitment to upholding arenaflex’s core values of integrity, respect, and customer focus.

Preferred Skills & Competencies

• Customer Experience (CX) Insight: Ability to anticipate customer needs and deliver proactive solutions.
• Sales Acumen: Comfort identifying cross‑sell and up‑sell opportunities while maintaining a service‑first mindset.
• Problem‑Solving: Critical thinking skills to diagnose issues and recommend appropriate resolutions.
• Fraud Detection: Awareness of common fraud patterns and the ability to act swiftly to mitigate risk.
• Technology Savvy: Enthusiasm for leveraging digital tools to enhance the customer journey.
• Effective Communication: Clear, concise, and empathetic communication style that resonates with diverse audiences.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. As a Video Banking Representative, you will have access to:

• Structured onboarding and continuous training programs focused on banking fundamentals, compliance, and advanced video‑banking technology.
• Mentorship from seasoned bankers and technology specialists.
• Opportunities to transition into specialized roles such as Product Specialist, Branch Operations Lead, or Digital Banking Analyst.
• Tuition assistance and certification reimbursement for relevant industry credentials.
• Leadership development tracks for high‑performing individuals interested in managerial pathways.

Work Environment & Culture at arenaflex

Our Video Banking Center is a modern, collaborative workspace designed to support both focused individual work and team interaction. arenaflex promotes an inclusive culture where every voice is heard, and diversity is celebrated. Employees enjoy:

• Flexible scheduling options that accommodate work‑life balance.
• A supportive environment that encourages continuous feedback and open dialogue.
• Recognition programs that celebrate achievements, innovation, and community involvement.
• Health and wellness initiatives, including on‑site fitness challenges, mental‑health resources, and wellness incentives.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to meet the needs of today’s workforce. While exact compensation will be discussed during the interview process, candidates can expect:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to service quality and customer satisfaction metrics.
• Comprehensive medical, dental, and vision coverage with Health Savings Account (HSA) options.
• Life insurance for employees and eligible dependents, as well as short‑ and long‑term disability protection.
• Retirement savings plans, including a 401(k) with arenaflex match, pension options, and stock purchase programs.
• Paid time off that includes vacation days, holidays, parental leave, and occasional absence days.
• Flexible spending accounts for dependent care, adoption assistance, and wellness expenses.
• Employee assistance programs, financial counseling, and educational resources.

Commitment to Accessibility & Equal Opportunity

arenaflex is dedicated to creating an accessible workplace for all candidates. If you require a reasonable accommodation to participate in the application process, please email [email protected] with “accommodation request” in the subject line, including your name, job ID, and preferred contact method. You may also call 877‑968‑7762 and say “Workday” for assistance.

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

Why Join arenaflex?

Joining arenaflex means becoming part of a forward‑thinking organization that values innovation, community impact, and personal growth. As a Bilingual Spanish‑Speaking Customer Service Representative, you will play a pivotal role in shaping the future of digital banking, helping customers navigate new technology while delivering the human touch they expect. If you are passionate about service excellence, eager to develop new skills, and ready to thrive in a collaborative, technology‑driven environment, we want to hear from you.

Ready to Apply?

Take the next step in your career and become a vital part of arenaflex’s Video Banking team. Click the link below to submit your application and start your journey with a company that invests in your success.

Apply Now – Bilingual Spanish Customer Service Representative – Video Banking

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