Job Description
Are you a motivated and customer-focused professional looking for a new challenge in the financial services industry? Do you have a passion for delivering exceptional customer experiences and resolving complex problems? If so, we encourage you to apply for the Experienced Escalations Specialist - Registered role at arenaflex, a leading financial services company. As an Escalations Specialist - Registered, you will play a critical role in resolving escalated inquiries and complaints from customers and agencies, utilizing your analytical and problem-solving skills to investigate and recommend solutions to complex customer issues. You will exercise independent judgment and develop a deep understanding of transaction quality, risks, and investigative steps, while working closely with internal and external stakeholders to deliver results in a fast-paced, deadline-driven environment. **About arenaflex** arenaflex is a leading financial services company with a rich history of innovation and customer commitment. We ranked #3 on the 2022 LinkedIn Top Companies list as the best workplace "to grow your career" in the U.S. Our company culture is built on a foundation of diversity, equity, and inclusion, and we offer a competitive compensation package and one of the richest benefits packages in the industry. Our Total Rewards program focuses on wellness, work-life balance, and the financial health of our employees. **Job Summary** As an Escalations Specialist - Registered, you will be responsible for: * Participating in researching and resolving escalated inquiries and complaints with significant organizational impact, identifying opportunities to determine the appropriate course of action and conducting investigative steps to fully identify the issues within the defined scope of responsibilities. * Reviewing and analyzing inquiries and complaints that require special handling, research, and evaluation, and consulting regarding difficult and complex transactions. * Presenting recommendations for resolving escalated inquiries and complaints, exercising independent judgment while developing an understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions. * Providing information to management committee members, agencies, or more experienced business leaders, and feedback to internal and external customers regarding identification of fraud and inconsistencies. **Key Responsibilities:** * Participate in researching and resolving escalated inquiries and complaints with significant organizational impact, identifying opportunities to determine the appropriate course of action and conducting investigative steps to fully identify the issues within the defined scope of responsibilities. * Review and analyze inquiries and complaints that require special handling, research, and evaluation, and consult regarding difficult and complex transactions. * Present recommendations for resolving escalated inquiries and complaints, exercising independent judgment while developing an understanding of transaction quality or deficiencies, risks, and investigative steps to recommend solutions. * Provide information to management committee members, agencies, or more experienced business leaders, and feedback to internal and external customers regarding identification of fraud and inconsistencies. **Requirements and Qualifications** To be successful in this role, you will need to possess the following qualifications: * 2+ years of Customer Contact in a Financial Services Environment, Financial Services Operations, Underwriting, or Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education. * FINRA Series 7 License. * A BA/BS or MBA degree or higher in business or finance (preferred). * Knowledge and understanding of securities industry (preferred). * Intermediate Microsoft Office (Word, Excel, and Outlook) skills (preferred). * ECMP experience (preferred). * Foreign exchange experience (preferred). * Knowledge and understanding of financial services or investment banking operations (preferred). * Brokerage client support experience (preferred). **Skills and Competencies** To be successful in this role, you will need to possess the following skills and competencies: * Customer service focus with the ability to analyze, research, and respond to moderately complex customer or agency issues and complaints. * Ability to interact with all levels of an organization and develop partnerships and collaborate with other business and functional areas. * Strong analytical skills with high attention to detail and accuracy. * Strong organizational, multi-tasking, and prioritizing skills. * Excellent verbal, written, and interpersonal communication skills. * Experience delivering results in a fast-paced, deadline-driven environment. **Career Growth Opportunities and Learning Benefits** At arenaflex, we are committed to supporting the career aspirations and growth of our employees. We offer a range of learning and development programs, including: * Comprehensive training and onboarding programs. * Career development and mentorship opportunities. * Leadership development programs. * Tuition reimbursement and education assistance programs. **Work Environment and Company Culture** Our company culture is built on a foundation of diversity, equity, and inclusion. We offer a competitive compensation package and one of the richest benefits packages in the industry, including: * Flexible work arrangements, including remote work options. * Competitive salaries and bonuses. * Comprehensive health and wellness programs. * Retirement savings plans and employee stock purchase plans. **Compensation, Perks, and Benefits** We offer a competitive compensation package, including: * Competitive salary. * Bonuses and incentives. * Comprehensive health and wellness programs. * Retirement savings plans and employee stock purchase plans. * Flexible work arrangements and remote work options. **Conclusion** If you're a motivated and customer-focused professional looking for a new challenge, we encourage you to apply for this exciting opportunity as an Escalations Specialist - Registered. At arenaflex, we offer a range of career growth opportunities, learning benefits, and a competitive compensation package. Join our team and start building a successful career in financial services! Apply for this job Apply for this job