Experienced Customer Resolution Representative – Complex Issue Management and Stakeholder Relationship Building in Financial Services

Introduction to arenaflex

arenaflex is a leading financial services company dedicated to supporting employees' career aspirations and growth. We pride ourselves on our employee-welfare-centered business approach and commitment to diversity, equity, and inclusion in the workplace. As a company, we invest in our employees' wellness, work-life balance, and financial health through our Total Rewards program. Our customers trust us with their investments, and we invest in our team members to ensure they have the resources and support needed to excel in their roles.

About the Role

arenaflex is seeking an experienced Customer Resolution Representative to join our team. As a Customer Resolution Representative, you will be responsible for managing complex and sensitive customer issues, including estate care resolution, remediations, and settlements. Your primary functions will include assessing wide-ranging customer circumstances, conducting extensive research, determining appropriate courses of action, documenting and communicating findings, and supporting issues through direct mediation as applicable. You will also manage stakeholder relationships with customers, family members, legal representatives, and business partners.

Key Responsibilities

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine the appropriate course of action, conduct investigative steps to identify issues, and process complex transactions online
• Perform complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, classifying risks appropriately in the case management system
• Ensure customer issues are addressed timely and efficiently while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors and escalate concerns or questions for direction
• Interact with internal and external customers to respond to raised concerns and determine the appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly

Qualifications

To be successful in this role, you will need to meet the following essential qualifications:

• 2 years of experience in a financial services environment or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

Preferred qualifications include:

• Knowledge and understanding of the financial services industry, including compliance, regulatory, or legal operations
• Experience resolving and working through escalated and complex customer issues
• Knowledge and understanding of consumer products, policies, and procedures
• Knowledge and understanding of operations policies and procedures
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience interacting positively with difficult or irate customers
• Strong research and documentation skills
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy
• Ability to interact with all levels of an organization
• Participation in an industry group or organization that aligns with arenaflex's support of Diversity, Equity & Inclusion
• Bilingual speaking proficiency in Spanish/English
• Knowledge of MSP, HOGAN, UW, and ECMP software platforms
• Advanced Microsoft Office knowledge (Excel, Word, SharePoint)
• Knowledge and understanding of operations support in an operations center
• Strong organizational, multi-tasking, and prioritizing skills

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to supporting our employees' career aspirations and growth. As a Customer Resolution Representative, you will have access to training and development programs, mentorship opportunities, and a clear path for career advancement. You will also be part of a dynamic team that values diversity, equity, and inclusion, and you will have the opportunity to participate in industry groups and organizations that align with our company values.

Work Environment and Company Culture

arenaflex offers a collaborative and inclusive work environment that values employee well-being and work-life balance. Our company culture is built on a foundation of respect, empathy, and open communication. We believe in fostering a positive and supportive work environment that encourages employees to grow and develop in their careers. As a Customer Resolution Representative, you will be part of a team that is dedicated to delivering exceptional customer service and building strong relationships with our customers and stakeholders.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and a comprehensive benefits package that includes health insurance, retirement savings, and paid time off. We also offer a range of perks and benefits, including flexible work arrangements, employee discounts, and access to exclusive events and experiences. As a Customer Resolution Representative, you will be eligible for our Total Rewards program, which focuses on wellness, work-life balance, and financial health.

Conclusion

If you are a motivated and customer-focused individual with a passion for resolving complex issues and building strong relationships, we encourage you to apply for the Customer Resolution Representative role at arenaflex. As a company, we are committed to supporting our employees' career aspirations and growth, and we offer a collaborative and inclusive work environment that values diversity, equity, and inclusion. Apply today to join our team and take the first step in your career journey with arenaflex.

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