Job Description
Why Join arenaflex?
At arenaflex, we’re more than a health insurance provider – we’re a trusted partner in the wellbeing of millions of individuals and families across the United States. Our mission is to simplify the complexities of health coverage, delivering clear, compassionate, and knowledgeable support to members at every stage of their journey. As a leader in the industry, arenaflex invests heavily in technology, employee development, and community outreach, ensuring that both our customers and our team members thrive.
We are expanding our frontline team and are looking for dedicated, service‑focused professionals to become the voice of arenaflex. If you are passionate about helping people navigate health benefits, enjoy solving problems, and thrive in a dynamic retail environment, this is the perfect opportunity for you.
Position Overview – Customer Advocate I
The Customer Advocate I serves as the primary point of contact for arenaflex members—both individuals under 65 and seniors over 65—delivering top‑tier service, education, and support. Working 100% onsite at our Rogers retail store, you will handle high‑volume inbound calls, assist with premium payments, guide members through enrollment processes, and provide accurate information on claims, benefits, and provider networks. This role demands professionalism, strong communication skills, and a dedication to maintaining the highest standards of confidentiality and compliance.
Key Responsibilities
- Answer a high volume of inbound calls from members, providers, agents, and billing services with courtesy and efficiency.
- Provide comprehensive enrollment, membership, benefits, and claims information for both individual and group products, staying up‑to‑date on policy changes and regulatory updates.
- Assist members in selecting appropriate coverage options based on their needs and financial circumstances, guiding them through application completion.
- Promote arenaflex’s full suite of health insurance products, ensuring members understand the value and features of each offering.
- Establish and manage premium payment arrangements, accept and process payments accurately, and resolve billing inquiries.
- Collaborate closely with retail sales representatives, providing them with the information and support needed to serve members effectively.
- Maintain professional dress and appearance standards as outlined by store management.
- Document all interactions in arenaflex’s CRM system in a timely and accurate manner, ensuring data integrity and compliance with security protocols.
- Participate in ongoing training sessions, certifications, and skill‑building workshops to enhance product knowledge and service expertise.
- Perform additional duties as assigned by supervisors, contributing to a seamless, customer‑first retail environment.
Essential Skills & Abilities
- Customer Service Excellence: Demonstrated ability to deliver friendly, empathetic, and solution‑focused assistance.
- Problem Solving: Quickly identify issues, explore alternatives, and implement effective resolutions.
- Oral & Written Communication: Clear, concise, and professional communication with members, colleagues, and partners.
- Interpersonal Skills: Build rapport, trust, and lasting relationships with diverse stakeholders.
- Professional Judgment: Apply sound decision‑making when interpreting policies, handling confidential information, and navigating complex scenarios.
- Organizational Ability: Manage multiple tasks, prioritize effectively, and maintain meticulous records.
- Technical Proficiency: Strong working knowledge of Microsoft Word, Excel, and arenaflex’s internal CRM and claim‑processing platforms.
- Team Collaboration: Comfortable working independently and as part of a cohesive retail team.
Education & Licensing Requirements
- High school diploma or equivalent is required.
- Preferred: Arkansas Health and Life Insurance License. If not already held, candidates must obtain and pass both health and life exams within three (3) months of assignment.
- Preferred: Exchange Producer License.
- Preferred: CMS certification for senior products.
Experience Required
- Minimum of three (3) years of customer service or sales administration experience, ideally within the health insurance industry, an insurance agency, or a provider’s office.
- Demonstrated success in handling high‑volume calls, navigating complex benefit structures, and processing premium payments.
Work Environment & Culture at arenaflex
Our Rogers retail location offers a vibrant, customer‑centric atmosphere where teamwork and continuous improvement are celebrated. Employees benefit from:
- State‑of‑the‑art workspaces equipped with modern technology to streamline member interactions.
- A supportive management team that encourages professional growth and recognizes performance.
- Regular coaching, mentorship programs, and access to industry certifications to keep your skills sharp.
- Inclusive company culture that values diversity, respects individual perspectives, and fosters a sense of belonging.
- Opportunities to engage with the community through health‑education events and outreach initiatives.
Career Growth Opportunities
arenaflex is committed to promoting from within. As you excel in the Customer Advocate I role, you could advance to:
- Customer Advocate II or Senior Member Services Specialist.
- Team Lead or Shift Supervisor overseeing retail floor operations.
- Specialized roles such as Claims Resolution Analyst, Benefits Enrollment Coordinator, or Training & Development Associate.
- Corporate positions in Operations, Compliance, or Product Management, leveraging the front‑line insights you gain.
Compensation, Perks & Benefits
While specific salary ranges are determined based on experience and market factors, arenaflex offers a competitive total rewards package that includes:
- Base salary with performance‑based incentives.
- Comprehensive health, dental, vision, and life insurance plans.
- Retirement savings options with company matching contributions.
- Paid time off, holidays, and flexible scheduling where possible.
- Employee assistance program (EAP) for personal and professional support.
- Tuition reimbursement and professional development budgets.
- Discounted or free arenaflex products for eligible employees and their families.
Compliance & Security Commitment
All employees at arenaflex must adhere to strict security and confidentiality standards. This role is classified as Level 3, meaning you will handle sensitive member information that requires diligent protection against unauthorized access. You will also follow segregation‑of‑duties protocols to minimize risk and ensure accurate processing of member data.
Eligibility & Work Authorization
- Applicants must be authorized to work in the United States on a full‑time basis. arenaflex does not sponsor work visas for this position.
- Candidates must be able to begin work on the agreed‑upon hire date.
- This position is open ONLY to applicants residing in: Arkansas, Florida, Georgia, Illinois, Kansas, Louisiana, Minnesota, Mississippi, Oklahoma, South Carolina, Tennessee, Texas, Virginia, and Wisconsin.
Physical Requirements & ADA Accommodations
- Occasional lifting and carrying of items up to 40 lbs.
- Ability to travel locally within the metropolitan area using company or personal vehicle for occasional tasks.
- arenaflex is committed to providing reasonable accommodations for qualified individuals with disabilities.
Ready to Make an Impact?
If you are excited about delivering exceptional service, helping members navigate their health coverage, and growing your career within a forward‑thinking organization, we want to hear from you!
Apply today to join the arenaflex family and become a trusted advocate for the health and wellbeing of our members.
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