Join arenaflex, a leading provider of financial services, in making a tangible difference in the lives of our customers. We're seeking an Experienced Bilingual Customer Service Representative to support our Retirement Plan Services business. This role offers a unique blend of customer service, problem-solving, and education, providing an opportunity to grow and develop your skills in a fast-paced and dynamic environment.
**About arenaflex**
arenaflex is a company that values innovation, customer-centricity, and employee growth. With a rich history of serving millions of customers across four core businesses – annuities, life insurance, group protection, and retirement plan services – we're committed to empowering individuals to plan, protect, and retire with confidence. Our company culture is built on a foundation of diversity, equity, and inclusion, and we're proud to be an equal opportunity employer.
**The Role**
As an Experienced Bilingual Customer Service Representative, you'll serve as the primary point of contact for English and Spanish-speaking individuals who have questions or concerns regarding their retirement plan. You'll be responsible for answering inbound calls, responding to email correspondence, and providing accurate, detailed information about the retirement plan. Your exceptional customer service skills, problem-solving abilities, and bilingual proficiency will enable you to build rapport with customers, educate them about their retirement plan, and provide a positive experience.
**Key Responsibilities**
* Answer inbound calls, respond to email correspondence, and provide accurate, detailed information about the retirement plan
* Serve as a subject matter expert, educating customers about their retirement plan and resolving customer service inquiries and concerns
* Meet and/or exceed established key performance goals, including call metrics and quality
* Build rapport with customers, research multiple systems, databases, platforms, and software to provide accurate information
* Demonstrate professionalism, maintain composure in high-pressure situations, and adapt to changing priorities and rapid change
* Identify and recommend process improvements and organizational initiatives to positively influence the team and quality
**Training and Development**
We offer a comprehensive training program, led by dedicated trainers, to equip you with the knowledge and skills necessary to excel in this role. Our training schedule includes:
* 8 weeks of onsite training in the Fort Wayne, IN office
* Work from home option post-training
* Regular schedule: Call center hours are 8:00am – 8:00pm EST Monday – Friday; post-training schedule will be 11:15am – 8:00pm EST
**What We're Looking For**
* High School Diploma or GED
* 0-1+ Years of general experience (does not need to be directly related to the position)
* Bilingual with verbal and written proficiency in both English and Spanish
* 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)
**Nice-to-Have Experience**
* Associate's 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
**Compensation and Benefits**
* Competitive salary: $20.42/hour
* A clearly defined career framework to help you successfully manage your career
* Leadership development and virtual training opportunities
* PTO/parental leave
* Competitive 401K and employee benefits
* Free financial counseling, health coaching, and employee assistance program
* Tuition assistance program
* A leadership team that prioritizes your health and well-being; offering a remote work environment and flexible work hybrid situations
* Effective productivity/technology tools and training
**Why Join arenaflex?**
* Make a tangible difference in the lives of our customers
* Work in a fast-paced and dynamic environment with a diverse group of employees
* Develop your skills and knowledge in a comprehensive training program
* Enjoy a competitive salary and benefits package
* Be part of a company that values innovation, customer-centricity, and employee growth
* Join a team that prioritizes diversity, equity, and inclusion
**How to Apply**
If you're 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 through our website, and we'll review your qualifications and experience. We look forward to hearing from you!