Job Description
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed our clients' expectations. As a Financial Service Representative Trainee, you'll play a vital role in providing remarkable service to credit unions and banks nationwide, handling inbound calls, and resolving a wide range of banking inquiries. If you're a motivated and customer-focused individual with a passion for learning, we encourage you to apply for this exciting opportunity. **About arenaflex** arenaflex is a leading provider of customer service solutions, dedicated to helping our clients achieve their goals through exceptional service. Our team is comprised of talented individuals who share a common goal: to deliver outstanding customer experiences that drive business results. As a Financial Service Representative Trainee, you'll join a dynamic team that's passionate about making a difference in the lives of our clients and their customers. **Job Summary** As a Financial Service Representative Trainee, you'll be responsible for providing exceptional customer service to credit unions and banks nationwide. You'll handle primarily inbound calls, as well as occasionally returning messages left by members/customers requesting a call back. Your primary responsibilities will include: * Providing remarkable customer service to credit unions and banks nationwide * Handling primarily inbound calls, as well as occasionally returning messages left by members/customers requesting a call back * Accessing sensitive information and completing transactions in various computer platforms * Protecting accounts by ID verifying every caller (fraud prevention) * Answering and resolving a wide range of banking inquiries, including: + View and reconcile account and loan-related inquiries + Online banking issues + Transfer funds + Reorder checks + Use third-party platforms to resolve various issues (unblock debit cards, submit loan payments) + View and explain why funds are on hold + Provide loan and deposit rates * Providing product and service education to members/customers * Cross-training within or outside of your department based on performance and/or business need **Competencies** To succeed in this role, you'll need to possess the following competencies: * **Language Skills**: Ability to read, write, and comprehend complex instructions while clearly and professionally communicating in an accurate and timely manner * **Mathematical Skills**: Ability to accurately add, subtract, divide, and multiply to provide callers with accurate account data * **Computer Skills**: Type approximately 40 net words per minute and have the ability to troubleshoot basic computer issues * **Physical Demands/Work Environment**: While multi-tasking (reading, typing, and listening) the employee is regularly required to sit for an extended time, use a keyboard, and talk to callers via a hands-free headset **Essential Job Functions/Qualifications** To be considered for this role, you'll need to possess the following essential job functions and qualifications: * **Experience with general banking knowledge/terminology and banking platforms (mobile, online banking)**: Preferred * **Proficient typing, listening, computer, and reading skills** * **Exceptional attendance record**: Ability to work scheduled days/evenings, Saturday or Sunday, and some holidays * **Quickly and efficiently navigate through several computer programs simultaneously while accurately documenting interaction details** * **Excellent problem-solving skills with the ability to multi-task** * **Ability to communicate clearly and professionally while effectively handling and diffusing challenging situations based on reason for call and temperament of the caller** * **Ability to manage and control emotions and stress while maintaining excellent customer service on all interactions** * **Professional and upbeat attitude that thrives in a fast-paced environment** * **Desire and ability to provide excellent customer service on every interaction** * **Ability to meet the following metrics (not all inclusive)**: + Monthly average talk time 7 minutes or less + Monthly average less than 12 minutes on chats + 98.5% or higher in-production status's + Monthly average wrap up time 40 seconds or less + Monthly average Quality Review score 85% or higher **Education** * High school/GED or better (minimum) **Benefits** As a Financial Service Representative Trainee at arenaflex, you'll enjoy a range of benefits, including: * **Paid Training** * **Shift Differentials ($2-$5 an hour)** for hours worked in the evenings, weekends, and observed holidays * **Spanish Bilingual Differential + Incentives** for eligible bilingual interactions * **Relaxed dress environment** * **Generous Paid Time Off** - rest and relaxation! * **Year-round employee appreciation events and online recognition award program** - you are awesome! * **Free Coffee** at all arenaflex facility locations * **Medical, Dental, and Vision Insurance** for full and part-time employees (+30 hrs/wk) * **Life and Disability Insurance** * **Pet Insurance** * **Paid Volunteer Time Off** - give back to your community! * **Educational Assistance and Employee-Assistance-Program** * **401k match** * **Growth opportunities** - 90% of leadership positions are filled from within! **Remote Work Opportunity** After initial in-office training and meeting performance expectations, you may be eligible to work from home. To be eligible, you'll need to have a dedicated distraction-free workspace and high-speed internet of 50 mbps or greater with a static IP address (cellular internet providers do not qualify). If approved to work from home, arenaflex will provide all computer and phone equipment. **Equal Opportunity Employer** arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all employees. **How to Apply** To apply for this exciting opportunity, please visit our website at [www.myarenaflexcareers.com]( We look forward to hearing from you! Apply for this job