Experienced Full Stack Customer Service Representative – Hybrid Work Model for arenaflex
At arenaflex, we're dedicated to delivering innovative technology solutions that empower community banks and credit unions to provide exceptional user experiences to their customers and members. As a leading provider of digital banking and payments solutions, we're committed to fostering a culture of excellence, innovation, and collaboration. We're now seeking an experienced Full Stack Customer Service Representative to join our team and help drive our mission forward.
About arenaflex
arenaflex is a leading provider of technology solutions for community banks and credit unions. Our best-in-class products are designed to help our clients deliver enhanced and streamlined user experiences to their customers and members. We're passionate about empowering our clients to succeed and are committed to delivering exceptional customer service and support.
Job Summary
As a Full Stack Customer Service Representative, you'll play a critical role in providing exceptional customer service and support to our financial institution clients. You'll be responsible for assisting customers with a wide range of financial needs, resolving issues in a timely manner, and communicating effectively with our clients and their customers. This is a hybrid work model position, combining remote work with time in our Remote office.
Key Responsibilities
* Provide assistance to our financial institution clients' customers and members, similar to an over-the-phone personal banker
- Assess the nature of questions or issues and resolve them in a timely manner, with guidance from our financial institution clients
- Ensure system security by verifying customer/member information prior to performing any modifications or resets, according to the financial institution client's security requirements
- Communicate customers' needs/expectations to the appropriate personnel and follow escalation procedures to ensure complex support issues are resolved
- May perform other job duties as assigned
Requirements
* At least 1 year of customer service experience
- Schedule Adherence is monitored; must be able to adhere to a published break and lunch schedule
- Proven ability to remain calm in stressful situations
- Comfortable navigating multiple systems while assisting customers/members
- Ability to communicate clearly and understandably
- Full-Time candidates must be able to work the following:
+ Candidates must be able to work their assigned schedule in a 363/24/7 call center. Schedules will include nights, weekends, and holidays (Closed Thanksgiving and Christmas) and will be assigned upon job offer. + Based on business need, candidates will be scheduled for one Saturday/Sunday shift, and will be off one weekday, which will vary between Tuesday-Friday. + We also periodically offer a Weekend Warrior shift that will be 10-hour shifts for 4 consecutive days. + The specific shift will be confirmed if a job offer is extended. Please note there is no flexibility or changes to this shift after it is accepted. Shift will be scheduled between the hours of 9AM-12AM CT. + We offer a shift differential for night and weekend shifts. The shift differential is paid for each hour worked in the eligible shift and is effective upon hire.
- Candidates will need to acquire (at their own cost) internet that can support a stable and consistent connection. The following speeds are required minimums to maintain a work-from-home status (either hybrid or fully remote):
+ 20 mbps download speed (Note: If more than one individual will be using the internet at your residence during your scheduled shift, it is recommended to increase your download speed to 25 mbps to not interfere with your work connection) + 10 mbps upload speed
Nice to Have
* Customer service and multi-tasking skills
- Ability to listen to and empathize with the customer/member
- Ability to use the tools provided for first call resolution
- Self-developer, takes initiative on career path
- Experience in call center, bank, or credit union industries
Why Join arenaflex?
At arenaflex, we pride ourselves on our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being. We demonstrate our commitment by offering outstanding benefit programs to ensure the physical, mental, and financial well-being of our people is always met.
Culture of Commitment
Our culture is exceptional, and we do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times, and we credit our dedicated associates for our success. Visit our Corporate Responsibility site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.
Equal Employment Opportunity
We know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. arenaflex is an equal opportunity employer and is committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.
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