**Join arenaflex, a leading regional bank, in providing exceptional financial solutions to individuals, families, and businesses in the Southeast for over 100 years. As a Customer Care Representative I, you will play a vital role in creating remarkable experiences while building meaningful and lasting relationships with our customers.**
**About arenaflex**
arenaflex is a proud reflection of the communities we serve, and our team members share core values that make arenaflex a great place to bank and a great place to work. With a rich history of over 100 years, we have established ourselves as a trusted financial partner in the Southeast. Our commitment to exceptional customer service, innovative financial solutions, and community involvement has earned us a reputation as a leader in the regional banking industry.
**Job Summary**
As a Customer Care Representative I, you will be responsible for providing superior customer service to external and internal customers by delivering a seamless experience to the customer regardless of the product, application, or service need. You will build and maintain rapport with the customer by quickly earning trust and establishing yourself as a subject matter expert. The ideal candidate will be able to identify the customer's problem, effectively communicate the resolution, and use judgment to escalate issues and report trends to management as needed.
**Key Responsibilities**
* Identify and resolve customer inquiries using active listening, critical thinking, and probing skills for first call resolution.
* Answer inbound phone inquiries timely, accurately, and professionally with a personalized rewarding experience for the customer.
* Provide tier one digital banking support to include Multi-Factor Authentication unlock or delete, unlock customer's Online Banking profile, and assist customer with self-service password tool.
* Assist customers with debit card support to include inquiries, research, blocking, reissuing/reordering cards, and Reg-E disputes.
* Process customer inquiries accurately and efficiently to build customer confidence and trust, based on established policies and procedures.
* Promote our virtual branch solutions to our customers by ensuring we met or exceeded their expectations.
* Meet or exceed the Customer Care Representative quality and productivity goals assigned by management.
* Ensure the security of customer information and assist with minimizing bank loss by performing customer authentication on each call received.
* Use all available systems and resources to review and interpret customer information.
* Maintain a working knowledge of PC skills including the ability to troubleshoot common problems and navigate the internet, intranet, and between multiple systems.
* Provide support by performing additional duties and tasks as needed or assigned.
* Maintain a positive, empathetic, and professional demeanor with customers at all times regardless of the circumstances or stress level of the call center.
* Keep customers aware of changes in bank services, practices, and other factors affecting their account relationship.
* Follow established processes and guidelines in daily activities to do what is right for the customer and the bank, adhering to all company and department policies.
**Competencies**
* Strong knowledge of banking procedures.
* Patience, ability to remain calm even when the customers are stressed or upset.
* Strong multi-tasking and problem-solving skills to handle and respond to inquiries timely.
* Attentiveness, ability to listen to customers' concerns, identify the issues, and find a resolution.
**Qualifications, Education, and Certification Requirements**
* Education: High School Diploma or equivalent.
* Experience:
+ Previous customer service (Inbound Call Center) experience.
+ Experience in financial services.
+ Strong computer skills and ability to navigate systems for quick resolution.
* Certifications/Specific Knowledge:
+ Excellent customer service skills including verbal, listening, and problem-solving skills.
+ Enthusiastic and highly motivated with a strong work ethic and intense focus on results.
+ Ability to work with confidential information, both internally and externally, in a professional manner.
+ Ability to have flexible hours when necessary.
+ Receptive to coaching and feedback.
+ Demonstrate the desire to meet/exceed goals and solve problems while working in a fast-paced environment.
+ Interpersonal skills to create a positive and effective work environment.
**Training Requirements/Classes**
* Annual Regulatory Compliance Training.
* Successfully complete Customer Care New Hire Training.
**Physical Demands/Work Environment**
* Must be able to effectively access and interpret information on computer screens, documents, reports, and identify customers.
* This position requires a large amount of time in front of a computer.
* arenaflex reserves the right to modify its Remote Work Standards and Eligibility requirements at any time.
* arenaflex reserves the right to suspend Remote Work privileges at any time.
**Telecommunting Requirements**
* Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
* Ability to keep all company sensitive documents secure (if applicable).
* You agree that you will not provide child or adult care during hours of scheduled work.
**Telecommunting Technical Requirements**
* A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only).
* Must be able to directly connect to router/modem via Ethernet cable.
* Check your download speed using a speed test.
* To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.
* arenaflex reserves the right to request proof of internet provider, speed, and service package from the employee.
* Requirements are subject to change, as new systems and technology are delivered.
**What We Offer**
* Competitive salary and benefits package.
* Opportunities for career growth and professional development.
* Collaborative and dynamic work environment.
* Recognition and rewards for outstanding performance.
* Comprehensive training and support to ensure your success.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to hearing from you!
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