Job Description
At arenaflex, we're on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with arenaflex gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills, and discover what you excel at – all from Day One.
- *Job Description**
We're seeking an experienced Equipment Finance Collections Customer Service Representative to join our Equipment Finance Operations Support team in Gresham, OR. As a key member of our team, you'll play a vital role in providing high-quality customer service to our Equipment Finance customers. If you have experience in collections, negotiations, time management, and possess strong communication skills, we encourage you to apply.
- *About the Role**
In this collections customer service position, you'll be responsible for responding to telephone inquiries, requests, and problems from our Equipment Finance customers. You'll research, analyze, and provide solutions that meet the customer's needs. The major accountabilities of this position may include:
- Resolving customer inquiries and problems on first contact
- Providing customers with account information
- Resolving or referring billing disputes
- Correcting payment errors
- Revising fee and finance charges as appropriate
- Account maintenance
- Taking card, check, or other orders
- Acting on lost or stolen cards/checks
- Researching customer problems that could not be resolved during the initial contact
- *Schedule and Work Environment**
This role offers a hybrid/flexible schedule, which means there's an in-office expectation of 3 or more days per week, and the flexibility to work outside the office location for the other days. The schedule is Monday – Friday, 8:00 am – 5:00 pm, with days onsite being Tuesday, Wednesday, and Thursdays. To successfully work remotely, you'll need to have a quiet location to work, free from distractions, with reliable, hard-wired internet.
- *Responsibilities**
- Answering incoming calls and assisting customers with questions and concerns related to their delinquent accounts
- Processing and responding to arenaflex customer inquiries utilizing multiple systems to provide information on accounts while answering every call with professionalism
- Properly diagnosing customer needs and proactively educating about the features and benefits of arenaflex products and services
- Maintaining a positive attitude during stressful situations
- Demonstrating a genuine customer interest in resolving account delinquencies by asking necessary questions to gain understanding of the situation and offer solutions
- De-escalating situations involving dissatisfied customers, offering patient assistance and support
- Guiding customers through troubleshooting or navigating the company website
- Striving to meet or exceed call center metrics while providing excellent customer service
- Researching and problem-solving on the go
- *Ideal Candidate**
Our ideal hire will demonstrate the skills below:
- Basic knowledge of the financial industry
- Well-developed Customer Service skills
- Strong telephone and interpersonal skills
- Good problem-solving and negotiation skills
- Ability to identify and resolve/escalate problems with minimal guidance
- Effective written and verbal communication skills
- Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications (including Excel and Word)
- Ability to plan and prioritize multiple processes effectively with strong attention to detail
- Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
- *Basic Qualifications**
- High school diploma or equivalent
- Two to four years of relevant experience
- *Preferred Skills/Experience**
- Good knowledge of concepts, practices, policies, and procedures of banking products and services
- Effective telephone and interpersonal skills
- Strong problem-solving and negotiation skills
- Ability to handle difficult customer calls
- Proficient computer navigation skills using a variety of software packages, including Microsoft Office applications
- Ability to identify and resolve/escalate problems
- Good time management skills to maximize the number of clients that can be assisted while maintaining a high level of customer service
- *Benefits**
Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security, and give you peace of mind. Our benefits include:
- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
- *Equal Employment Opportunity**
arenaflex is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, or veteran status, among other factors. Applicants can learn more about the company's status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.
- *E-Verify**
arenaflex participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
- *Salary Range**
The salary range for this role is $20.00 - $21.15 - $23.27, reflecting figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, arenaflex offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase, 401(k) contribution, and pension (all benefits are subject to eligibility requirements).
- *Background Checks**
arenaflex will consider qualified applicants with arrest or conviction records for employment. arenaflex conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. arenaflex is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.
- *Accommodations**
Applicants must be able to comply with arenaflex policies and procedures, including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.
- *How to Apply**
arenaflex accepts applications for this position on an ongoing basis. If you're interested in joining our team, please submit your application through our website.
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