At arenaflex, we're dedicated to taking financial futures above and beyond for our customers. As a leading provider of innovative products, we're committed to offering solutions that fit our customers' unique needs. Whether it's protecting their hard-earned savings, receiving guaranteed income, or providing for loved ones, we're proud to offer a level of strength and stability they can count on for years to come.
**The Opportunity**
As a Customer Service Analyst at arenaflex, you'll play a vital role in providing superior customer service through answering incoming calls and chat messages from both clients and agents. Our team of professionals emphasizes treating clients like family and helping them with their requests as they plan for their financial future. With comprehensive training and ongoing support from subject matter experts, you'll be equipped to excel in this role and develop valuable skills that will take your career to the next level.
**Job Responsibilities**
As a Customer Service Analyst, your key responsibilities will include:
* Developing skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention
* Actively seeking information to understand and analyze customer's circumstances, problems, expectations, and needs to resolve difficult inquiries/issues
* Clearly communicating complex information and solutions to customers in a helpful manner
* De-escalating situations involving dissatisfied customers utilizing patience, assistance, and support methods
* Maintaining a professional and empathetic demeanor in all interactions
* Accurately updating, monitoring, and notating customer account details of client/agent interactions in multiple databases and CRM systems
* Building product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications, and requirements
* Acting as a liaison for customers as needed between departments or other aspects of the organization
* Understanding and explaining complex topics such as interest, fee, and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests
* Examining intricate contractual language, features, and terms and interpreting in an effective and efficient manner
* Building understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians, as well as IRS tax forms
* Complying with company and regulatory guidelines for performance
* Prioritizing and multi-tasking daily functions to positively influence productivity and quality in a fast-paced, high-volume environment
* Processing financial and non-financial transactions in accordance with established procedures
* Working to consistently meet specified requirements for performance and quality
* Assisting in researching complex issues or complaints which could require interdepartmental cooperation
* Identifying and recommending opportunities for process improvements and organizational initiatives
* Performing other duties as assigned
**Minimum Qualifications**
* At least a high school diploma or equivalent
* At least 2 years of related customer service experience
* Exceptional verbal communication skills
* Strong attention to detail and ability to multi-task efficiently
* Ability to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays
**Ideal Qualifications**
* Prior call center experience is a plus, but not required
* Strong computer skills
**What to Expect**
* Focused one-on-one meetings with your manager
* Ongoing opportunities for development and learning
* Working in a fast-paced environment in our downtown Cincinnati, OH office
* A place to grow your career in a culture that inspires, rewards, and develops employees
* Small company feel with a focus on meeting customer's needs today and also well into the future
**Compensation and Benefits**
* Competitive salary range: $33,000 - $55,000 based on experience
* Ongoing opportunities for development and learning
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Flexible work arrangements, including remote work options
* Access to cutting-edge technology and tools
* Collaborative and supportive work environment
**Why Join Us**
At arenaflex, our collaborative culture is key to our success. It's the reason we're a leading provider of annuities today, and it's the reason we'll continue rising to the top tomorrow. A career at arenaflex means you'll contribute to our mission of taking financial futures above and beyond – and you'll be inspired to reach your own goals, too. As a wholly owned subsidiary of arenaflex, we continue to be an employer of choice in the Cincinnati, Ohio community.
**Equal Employment Opportunity**
arenaflex is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
**Total Rewards at a Glance**
For more information about our extensive benefits offerings, please check out our Total Rewards at a Glance. arenaflex focuses on ensuring fair, equitable pay by providing competitive salaries, along with incentive and bonus opportunities for all employees. Your total compensation package includes either a bonus target or in a sales-focused role a Variable Incentive Compensation component.
**Apply Now**
If you're a motivated and customer-focused individual looking to take your career to the next level, we encourage you to apply for this exciting opportunity. Don't miss out on the chance to join our team and contribute to our mission of taking financial futures above and beyond. Apply now and take the first step towards a rewarding career at arenaflex!
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