Experienced Customer Service Representative – Retirement Plan Services

Join arenaflex, a leading provider of financial services, in a dynamic role that offers a unique blend of customer service, problem-solving, and career growth opportunities. As an Experienced Customer Service Representative – Retirement Plan Services, you will play a critical role in supporting the Retirement Plan Services business, serving as the primary point of contact for individuals with questions or concerns regarding their retirement plan.

About arenaflex

arenaflex is a 120-year-old company that helps people confidently plan for their version of a successful future. With a focus on identifying a clear path to financial security, we offer a range of products, including annuities, life insurance, group protection, and retirement plan services. Our commitment to creating a diverse and inclusive environment has earned us a reputation as an equal opportunity employer.

The Role

As an Experienced Customer Service Representative – Retirement Plan Services, you will be responsible for providing exceptional customer service to individuals who have questions or concerns regarding their retirement plan. You will serve as a subject matter expert, educating customers about their retirement plan using excellent customer service and problem-solving skills to create a positive experience. This role offers a unique opportunity to gain insight into the world of retirement plan operations while developing new skills through a defined career pathing and development program.

Key Responsibilities

• Answer inbound calls, which can average 60-90 calls per day, as well as email correspondence from internal and external stakeholders, addressing customer service inquiries and concerns.

• Work in a fast-paced, highly structured, team-oriented environment with a diverse group of employees focused on meeting the needs of the company and our customers through problem resolution.
• Meet and/or exceed all established key performance goals, including call metrics and quality.
• Build rapport with and educate our customers about their retirement plan while researching multiple systems, databases, platforms, and software.
• Provide accurate, detailed information about the retirement plan, recognizing what needs to be done to meet the customer's needs and demonstrating flexibility and responsiveness through problem resolution.
• Demonstrate professionalism and maintain composure in the face of high call volume, shifting priorities, and rapid change.
• Identify and recommend process improvements and organizational initiatives to positively influence the team and quality.

Training and Development

• Receive comprehensive training, led by one of our dedicated trainers, in a classroom setting, along with a cohort of peers and managers.

• Develop foundational knowledge to assist you in excelling in a career with arenaflex.
• Participate in a defined career pathing and development program, offering opportunities for growth and advancement.

Requirements

• High School Diploma or GED.

• 0-1+ Years of general experience – does not need to be directly related to the position.
• Strong written and verbal communication skills.
• Ability to work with others in a fast-paced, team environment.
• Ability to quickly learn complex systems and product knowledge.
• Ability to navigate through multiple systems/databases/platforms/software while engaging in customer conversations.
• Ability to be adaptable/flexible as business needs change.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Preferred Qualifications

• Associates degree/post-secondary education.

• 2+ years of previous service industry and/or financial services experience.
• Previous remote/work from home experience.
• Passion for helping, servicing, and educating others and the desire to build rapport during each interaction.
• Ability to research and problem solve, while providing outstanding customer service.
• Strong analytical skills with the ability to multi-task while maintaining strict attention to details to adhere to policies, procedures, and guidelines.
• Solid relationship management skills with customers, management, peers, and colleagues.

What We Offer

• Competitive hourly rate of $19.42, with the potential for advancement and increased earnings.

• Opportunities for career growth and advancement within the company.
• Comprehensive training and development program.
• Collaborative and dynamic work environment.
• Flexible work arrangements, including remote work options.
• Competitive benefits package, including health insurance, 401(k), and paid time off.
• Opportunities for professional development and continuing education.

How to Apply

If you are a motivated and customer-focused individual with a passion for helping others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website. We look forward to reviewing your application and discussing this opportunity with you further.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and is committed to creating a diverse and inclusive environment. We welcome applications from qualified candidates of all backgrounds and perspectives. Apply for this job