At arenaflex, we're dedicated to building Relationships, contributing to our Communities, and embracing our Boldness! As a responsible employer since 1936, we stand firm on moral and ethical principles as a bank and as an inclusive employer, striving to hire diverse employees who meet high standards of character, education, and occupational qualifications. With over 60 locations in Oklahoma and Kansas, we offer a variety of excellent career opportunities in a dynamic and fast-paced environment.
**Job Summary:**
We're seeking an experienced Customer Experience Specialist I to join our team, providing exceptional customer service via the telephone for routine inquiries and concerns from customers and branches regarding banking products and financial services. As a key member of our Call Center team, you'll be responsible for assisting customers and branches with technical assistance, inquiries, and concerns, while promoting and educating them on products that will further benefit their banking experience with arenaflex.
**Key Responsibilities:**
* Assist customers and branches needing technical assistance with all Bank-related business products such as Online Banking, IVR, ITM, etc.
* Assist customers and branches with inquiries by electronically retrieving information regarding the customer account and transactions in question while following Bank, regulatory, and legal compliance requirements.
* Effectively assist customers and branches with concerns and/or difficult problems while working toward resolution and referring to supervisor/manager as needed.
* Work to achieve continued satisfaction and retention of existing customers by promoting and educating them relative to products that will further benefit their banking experience with arenaflex.
* Navigate a computerized system of tracking, information gathering, and/or troubleshooting while analyzing problems quickly, leading conversations toward logical conclusions, and clearly defining solutions for customers.
**Additional Duties:**
* Account Inquiry, Funds Transfers, Online Banking Password Resets, IVR Password Resets
* ATM Checkcard Information, Stop Payments, Verify Funds, Transaction Research
* Card Research (Limit Increases and Foreign Exemptions), Check Orders, Disputes ACH and Card) Forgeries and Fraud
* Loan Payments and Payoffs, Fresh Start Agreements, Loans, Wire Transfers
* New Account Information, Rewards Account Information and Qualifications, Quote Interest Rates (DDA, SAV, CD, and IRA), Bounce Protection and Reg-E (Enhanced Bounce)
**Requirements:**
* One (1) year of customer service experience
* Call Center experience preferred
* High school diploma or GED required
* Strong telephone, reading comprehension, and communication skills, both verbal and written
* Strong customer service skills to assist customers with ease and communicate with professionalism and care
* Strong analytical and problem-solving skills with the ability to make decisions independently
* Must possess a can-do attitude in order to look for positive solutions to customer and department situations
* Knowledge of various banking and cash management products and systems
* Ability to work in a fast-paced phone environment
* Ability to multitask while taking phone calls, chat sessions, emails, etc.
* Typing ability
* Strong client focus with excellent problem-solving and decision-making skills
* Positive attitude and ability to work well in a team environment
* Proficient in applicable computer systems (Microsoft Word, Excel, PowerPoint, Outlook, and Internet Explorer)
**Working Conditions:**
Individuals in the Customer Experience Specialist I position must be able to perform essential functions within these documented working conditions and physical demands with or without reasonable accommodation.
This position is in an office environment within a climate-controlled call center, which may be in the basement of some facilities. There is frequent use of the telephone, computer, and other office equipment associated with this position. Call Center employees are seated at personal desks for most of the day.
The individual responsible for this role must be able to perform job functions with general supervision and work effectively as a member of a team or independently. Due to the fast-paced environment of the call center, individuals must maintain a pleasant/cooperative attitude during times of high call volume. The individual must be capable of working harmoniously with diverse personalities of co-workers and internal customers. This position requires regular and reliable attendance and the ability to work varying hours.
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Experience Specialist I, you'll have opportunities to:
* Develop your customer service skills and knowledge of banking and cash management products and systems
* Work with a diverse team of professionals who are passionate about delivering exceptional customer service
* Participate in ongoing training and development programs to enhance your skills and knowledge
* Take on additional responsibilities and contribute to the growth and success of our Call Center team
**Work Environment and Company Culture:**
arenaflex is a dynamic and fast-paced organization that values diversity, inclusion, and teamwork. Our Call Center is a collaborative and supportive environment where employees work together to deliver exceptional customer service. We offer a comprehensive benefit package, including:
* Competitive salary and benefits
* Opportunities for career growth and development
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
* Access to ongoing training and development programs
**Compensation, Perks, and Benefits:**
arenaflex offers a competitive salary and benefits package, including:
* Competitive salary
* Comprehensive benefits package (eligibility requirements apply)
* Opportunities for career growth and development
* Collaborative and supportive work environment
* Recognition and rewards for outstanding performance
* Access to ongoing training and development programs
**How to Apply:**
If you're 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, including your resume and cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity:**
arenaflex is an equal opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.
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