At arenaflex, we're on a mission to empower our customers to make better financial decisions and achieve their goals. As a key member of our Inbound Fraud team, you'll play a vital role in providing exceptional customer service and preventing financial loss for our credit and debit card customers. If you're passionate about helping others and have a knack for problem-solving, we want to hear from you.
**About arenaflex**
arenaflex is a leading financial institution dedicated to helping individuals and businesses achieve their financial goals. With a rich history of innovation and a commitment to excellence, we're proud to be a trusted partner in the communities we serve. Our team is passionate about making a difference and is driven by a shared ambition to deliver exceptional customer experiences.
**Job Summary**
We're seeking experienced customer service representatives to join our Inbound Fraud team, working remotely from various locations across the United States. As a Fraud Customer Service Representative, you'll be responsible for providing high-quality support to our customers, preventing financial loss, and escalating complex issues to the appropriate teams. If you're a team player with excellent communication skills and a passion for problem-solving, we encourage you to apply.
**Responsibilities**
* Answer 80-120 incoming calls and provide exceptional customer service to our credit and debit card customers
* Perform a variety of tasks to prevent financial loss, including 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
* Initiate fraud claims and provide information on existing fraud and dispute claims
* Partner with multiple departments to service fraud and dispute issues
* Document fraud alerts, build case files, and escalate fraud alerts to the appropriate groups
* Work collaboratively with the team to resolve complex customer issues and prevent financial loss
**Schedule and Work Environment**
* Work from home or a designated remote workspace, with a flexible schedule that includes weekend shifts (every other weekend) and a varying day off during the week
* Equitable days off are given during the week in which a weekend shift is worked
* Earn a 10% shift differential for qualifying shifts if 50% or more of the hours worked are between 4pm – 8pm
**Benefits and Perks**
* Competitive salary: $20.00 – $22.00 per hour
* Comprehensive benefits package, including health, dental, vision, life insurance, short-term and long-term disability, and paid time off
* Generous tuition reimbursement program and banking discounts
* 401(k) with company match and pension programs
* Casual attire and a supportive, professional work environment
* Opportunities for career growth and development in a dynamic and innovative company
**Qualifications**
* 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
* Some knowledge of consumer, debit, and corporate/government card products (preferred)
* Ability to identify and interpret data and resolve exceptions
* 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
**Preferred Skills and Experience**
* Experience working in a call center or customer-facing role
* Knowledge of financial products and services
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong analytical and problem-solving skills
* Experience with data analysis and interpretation
**Remote Work Requirements**
* General: your work status, job duties, and responsibilities will not change based on whether you are working from a arenaflex location or remote location. All company rules, policies, practices, and procedures still apply.
* Location of worksite: remote employees must identify a permanent remote worksite that allows focus and confidentiality. For most employees, this is a home office; if space is not a home office, manager approval is necessary to ensure an appropriate worksite.
* Designated work area: remote workspace should be reasonably quiet and free from interruption. Remote employees are responsible for furnishing worksite (including desk/chair and internet access) and ensuring company equipment and information is safe.
* Equipment: arenaflex will provide computer equipment necessary to perform job responsibilities, including computer and peripheral equipment (monitor, keyboard, mouse), and all equipment provided remains the sole and exclusive property of arenaflex. Employees are liable for damages caused by misuse, negligence, and/or unauthorized use of equipment.
* Work and family: Working remotely is not a substitute for family care arrangements. Except in rare circumstances, family care should not be provided by employee during work hours. Employees are expected to make family care arrangements to ensure that work obligations can be met.
* Internet: Remote employees are responsible for having internet service prior to starting employment; internet service is not paid by arenaflex. Call center employees are required to connect via ethernet, not wi-fi, for work.
* Internet Service Requirements: High Speed internet service like fiber, cable, or DSL is required, DSL should be dedicated bandwidth and not shared, 40Mbps is best practice.
* Modem/Router Requirements: Modem/Router approved by your Internet Service Provider, no more than 2 years old to ensure recent technology compatibility, should support VoIP data connection
**Equal Employment Opportunity**
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. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.
**E-Verify**
arenaflex participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
**How to Apply**
If you're passionate about delivering exceptional customer service and preventing financial loss, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!