Are you a customer service enthusiast with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two calls are ever the same? Look no further! arenaflex is seeking an experienced Customer Care Representative I to join our team of dedicated professionals who are committed to providing remarkable service to our customers.
**About arenaflex**
arenaflex is a leading regional bank that has been providing financial solutions to individuals, families, and businesses in the Southeast for over 100 years. Our team members strive to create meaningful and lasting relationships with our customers, and we're proud to be a reflection of the communities we serve. At arenaflex, we value our core principles of integrity, respect, and teamwork, and we're looking for like-minded individuals to join our team.
**Job Summary**
As a Customer Care Representative I, you will be the face of arenaflex, providing exceptional service to our customers through phone, email, and chat interactions. You will be responsible for resolving customer inquiries, building rapport, and establishing trust with our customers. Your strong communication and problem-solving skills will enable you to identify and resolve customer issues efficiently, while your enthusiasm and motivation will drive you to meet and exceed customer satisfaction goals.
**Key Responsibilities**
* Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution
* Answer inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer
* Respond to general inquiries regarding accounts, including balance inquiries, transaction history, transfers, stop payments, loan inquiries, phone banking PIN resets, customer maintenance updates, product assistance, and check orders
* Provide tier one digital banking support, including Multi-Factor Authentication unlock or delete, unlock customer's Online Banking profile, and assist customer with self-service password tool
* Assist customers with debit card support, including inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes
* Process customer inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures
* Promote our virtual branch solutions to our customers by ensuring we meet or exceed their expectations
* Meet or exceed the Customer Care Representative quality and productivity goals assigned by management
* Ensure the security of customer information and assist with minimizing bank loss by performing customer authentication on each call received
* Use all available systems and resources to review and interpret customer information
* Maintain a working knowledge of PC skills, including the ability to troubleshoot common problems and navigate the internet, intranet, and between multiple systems
* Provide support by performing additional duties and tasks as needed or assigned
* Maintain a positive, empathetic, and professional demeanor with customers at all times, regardless of the circumstances or stress level of the call center
* Keep customers aware of changes in bank services, practices, and other factors affecting their account relationship
* Follow established processes and guidelines in daily activities to do what is right for the customer and the bank, adhering to all company and department policies
**Competencies**
* Strong knowledge of banking procedures
* Patience, ability to remain calm even when customers are stressed or upset
* Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely
* Attentiveness, ability to listen to customers' concerns, identify the issues, and find a resolution
* Excellent communication and interpersonal skills
* Ability to work with confidential information, both internally and externally, in a professional manner
* Ability to have flexible hours when necessary
* Receptive to coaching and feedback
* Demonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environment
**Qualifications, Education, and Certification Requirements**
* Education: High School Diploma or equivalent
* Experience:
+ Previous customer service (Inbound Call Center) experience
+ Experience in financial services
+ Strong computer skills and ability to navigate systems for quick resolution
* Certifications/Specific Knowledge:
+ Must have excellent customer service skills, including verbal, listening, and problem-solving skills
+ Must be enthusiastic and highly motivated with a strong work ethic and intense focus on results
+ Ability to work with confidential information, both internally and externally, in a professional manner
+ Ability to have flexible hours when necessary
+ Receptive to coaching and feedback
+ Demonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environment
**Training Requirements/Classes**
* Annual Regulatory Compliance Training
* Successfully complete Customer Care New Hire Training
**Physical Demands/Work Environment**
* Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers
* This position requires a large amount of time in front of a computer
* arenaflex reserves the right to modify its Remote Work Standards and Eligibility requirements at any time
* arenaflex reserves the right to suspend Remote Work privileges at any time
**Telecommuting Requirements**
* Required to have a dedicated work area established that is separated from other living areas and provides information privacy
* Ability to keep all company sensitive documents secure (if applicable)
* You agree that you will not provide child or adult care during hours of scheduled work
**Telecommuting Technical Requirements**
* A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL, or Fiber Optic/FiOS providers only)
* Must be able to directly connect to router/modem via Ethernet cable
* Check your download speed using a speed test
* To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer
* arenaflex reserves the right to request proof of internet provider, speed, and service package from the employee
**Why Join arenaflex?**
* Competitive salary and benefits package
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Flexible work arrangements, including remote work options
* Comprehensive training and support to ensure your success
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Even if you feel you're not a perfect match, we'd still love to hear from you. We are looking for great people to join our friendly team.
Apply now and take the first step towards a rewarding career with arenaflex!