Job Description
At arenaflex, we're revolutionizing the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. As a leading digital commerce company, we're committed to serving our customers throughout the home ownership journey. We're now seeking an experienced Customer Care Representative to join our escalation team, acting on behalf of our CEO and serving as the voice of arenaflex when it comes to inquiries or complaints related to the loan origination process and the technology used to navigate that process. **About arenaflex** arenaflex (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, arenaflex has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second largest non-bank retail mortgage lender, arenaflex enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, arenaflex is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts. **Responsibilities** As a Customer Care Representative on our escalation team, you will be responsible for: * Properly managing all escalated customer inquiries, complaints, and compliments in relation to the loan origination process. * Reviewing, investigating, and responding to Alleged UDAAP and Fair and Responsible lending complaints, including but not limited to Appraisal/Appraiser bias complaints. * Ensuring the appropriate follow-up and resolution from the loan originations team and providing proper and timely communication and follow-up to the customer. * Escalating issues as required, focusing on customer retention and customer service. * Screening inquiring consumers for LDLG qualifications, prior to directing them to Sales leadership to ensure a positive and seamless experience for our returning customers. * Working with IT to identify system improvements and repeatable issues. * Documenting customer technology issues in the ticketing system (ServiceNow). * Documenting customer issues in the Customer Care complaint management system (Microsoft Dynamics 365). **Requirements** To be successful in this role, you will need: * A tech-savvy, high-energy, roll-with-the-punches attitude * Demonstrated excellence in internal/external customer service * Ability to learn quickly and retain information * Strong communication and problem-solving skills * Experience in a customer-facing role, preferably in the mortgage or financial services industry * Familiarity with CRM systems and ticketing software * Ability to work in a fast-paced environment and prioritize multiple tasks and deadlines **Why work for arenaflex?** * Aggressive compensation package based on experience and skill set * Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive * Work with other passionate, purposeful, and customer-centric people * Extensive internal growth and professional development opportunities, including tuition reimbursement * Comprehensive benefits package, including Medical/Dental/Vision * Wellness program to support both mental and physical health * Generous paid time off for both exempt and non-exempt positions **Career Growth Opportunities and Learning Benefits** At arenaflex, we believe in investing in our employees and providing opportunities for growth and development. As a Customer Care Representative, you will have access to: * Ongoing training and development programs to enhance your skills and knowledge * Opportunities for career advancement and professional growth * Mentorship and coaching from experienced colleagues * Access to industry-leading tools and technologies * A dynamic and supportive work environment that encourages collaboration and innovation **Work Environment and Company Culture** arenaflex is committed to creating a work environment that is inclusive, diverse, and collaborative. Our team is passionate, purposeful, and customer-centric, and we're looking for like-minded individuals to join us. Our office is located in Chandler, AZ, and we offer a range of amenities and perks to support your well-being and productivity. **Compensation and Benefits** The base pay for this role is between $19.00 and $22.00/hr, depending on individualized factors such as job-related knowledge/skills, qualifications, experience, and market location. In addition to base pay, you will also receive a comprehensive benefits package, including Medical/Dental/Vision, wellness program, and generous paid time off. **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** arenaflex is an equal opportunity employer and values diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply for this job