**Location:** Remote / Flexible
**Type:** Full Time, Hourly Non-Exempt
**Workplace:** Remote
**Category:** Customer Response Team
**About arenaflex**
arenaflex is a leading financial confidence platform that provides flexible solutions to real-life challenges for people with limited savings. We leverage real-time customer insights and data science to connect more people with the right products for their financial needs. Our offers include a growing suite of products such as personal loans, a credit card, and flexible rent, which are complemented by a suite of financial health tools to help customers make smart financial decisions and stay on track, so they can be money confident no matter what life throws at them.
**Our Culture and Values**
Our culture and values inspire our employees and customers to embrace arenaflex. We are committed to championing a culture of inclusiveness and diversity of thought, and we focus on providing a safe, flexible, and collaborative work environment. Our employees are encouraged to engage in creative problem solving, and we promote opportunities for growth and enrichment across the organization.
**Job Description**
We are seeking an experienced Customer Resolutions Unit/Brand Media Specialist to join our team. As a key member of our Customer Response Team, you will be responsible for providing timely and accurate responses to customer complaints, resolving escalated customer issues, and supporting platform and real-time customer issues. You will also be responsible for gathering, analyzing, and reporting relevant data from customer inquiries, responding via related channels, and leveraging internal tools to improve customer experience.
**Key Responsibilities:**
* Tactical Execution for both the Resolution and/or Escalation Teams:
+ Research, provide timely and accurate responses to customer Complaints (all levels and channels)
+ Ensure internal and external service level agreements are met
+ Appropriately track compliance related allegations
* Support Platform and Real Time Customer issues:
+ Resolve escalated customer issues, via multiple channels, related to their product (such as Funding Failures, Web access issues, Direct Pay, Card Mobile app, Gift Cards, etc.)
+ Support Customers and Colleagues across multiple products and across the entire Customer life cycle:
- Real Time Customer Escalations support from the call-centers
- Quickly resolve escalated calls and/or tickets from customers experiencing problems within any servicing platform related to new or existing arenaflex product(s)
+ Customer Response for Digital channels:
- Gather, analyze, and report relevant data from customer inquiries; respond via related channel
- Leverage all internal tools, including Clarabridge, Medallia, and Zendesk to improve customer experience for Digital Customers
- Digital Channels include but are not limited to:
- Reviews – Public customer reviews submitted by 3rd party sites (Investigations may be needed)
- Social Media – Direct Messages and Public Comments sent through Facebook, Twitter, Instagram and other emerging platforms. (Identify request/issue and reply to the customer directly)
- Surveys – Partner with customer experience Insights on survey importing, analytics, trends, opportunities
* Brand:
+ Regularly review Digital responses & Partner with Brand ID and CX Insights teams to increase proactive approach to customer engagement.
* ADHOC:
+ Other tasks as assigned or required
+ Audit tickets (closed submissions for all levels)
* Strategic Analysis & Planning:
+ Create process improvements by analyzing historical issues, resolutions, and suggesting sustainable Policy and/or Procedural enhancements.
+ Proactively analyze trends and submit enhancements via Stakeholders and Change Control process
+ Assist in developing training materials that meet current and future needs
+ Utilize available data from within and beyond Operations to identify needs and/or areas of opportunity (including, but not limited to, calls, chat, email, and internal reports)
+ Utilize complaint data to improve the customer experience and reduce future complaints
+ As necessary, open incident tickets, engage with arenaflex Production Support team, Customer Insight/Experience, Technology, and Compliance
**Requirements:**
* College Degree preferred
* 3+ years of Operations experience
* 2+ years of phones experience in an escalated customer-facing role
* Prior regulatory and non-regulatory complaint resolution experience preferred
* Experience identifying/tagging compliance regulations
* Ability to communicate general and complex ideas internally and externally properly and effectively
* Excellent customer experience track record
* Demonstrated ability to multi-task and prioritize workloads
* Ability to troubleshoot problems and derive meaningful solutions
* Strong analytical skills, reporting experience is a plus
* Proficiency in navigating computer applications including word and excel
* Superior attention to detail & high emphasis on quality
* Having both application/origination and existing customer experience a plus; the successful candidate will be educated across multiple lines of business needs
* Must have met or exceed standards for the preceding 6 months
* Internal Candidates must have current manager or department lead’s endorsement
**Leadership & Culture:**
* Comfortable interacting and engaging with colleagues of all levels and across all business units and/or third party development firms
* Demonstrated leadership skills including self-direction, coaching, and mentoring, and managing peer to peer relationships
* Highly motivated, well organized, capable of developing and executing a response plan, and able to communicate effectively
* Passionate about providing a best-in-class experience for our customers
* Ability to succeed within a cross-functional team emphasizing the Customer Experience in a fast-paced environment
* Be confident and willing to challenge status quo but also willing to concede and execute other’s ideas when necessary
* Ability to work effectively independently and as a team member
* Excellent written and verbal communication skills
* Takes initiative to quickly respond to Brand and Media inquiries, alerts, communications
* Capable of handling or improving escalated Media situations via proper dissemination of Brand ID
* Personable, able to always demonstrate a positive attitude toward people
**Compensation:**
* $25 – $29 an hour
**Employee Benefits:**
arenaflex offers many additional benefits for our employees, including (but not limited to):
* Pre-tax and post-tax retirement savings plans with a competitive company matching program
* Generous paid time-off plans including vacation, personal/sick time, paid short-term and long-term disability leaves, paid parental leave, and paid company holidays
* Multiple health care plans to choose from, including dental and vision options
* Flexible Spending Plans for Health Care, Dependent Care, and Health Reimbursement Accounts
* Company-paid benefits such as life insurance, wellness platforms, employee assistance programs, and Health Advocate programs
* Other great discounted benefits include identity theft protection, pet insurance, fitness center reimbursements, and many more!
**How to Apply:**
Don’t hesitate, apply! We value a great attitude and a willingness to learn above all. Submit your application today!
**Disclaimer:**
In compliance with the CCPA, arenaflex is fully committed to handling the personal information and data of employees and job applications responsibly with respect and due care. Review our CCPA Employee Policy here.