Customer Resolution Representative – Financial Services & Banking Client Support Specialist

Join arenaflex: Where Customer Excellence Meets Career Growth

Are you passionate about delivering exceptional customer experiences and solving complex financial challenges? At arenaflex, we believe that every customer interaction is an opportunity to build trust, foster loyalty, and make a meaningful difference in people's financial lives. We are seeking a talented and dedicated Customer Resolution Representative to join our Estate Care Center department within our Consumer and Small Business Banking Operations division.

At arenaflex, we understand that our success is driven by the dedication and expertise of our team members. We pride ourselves on fostering an environment where diversity, equity, and inclusion are not just values but lived realities. Every employee brings unique perspectives and experiences that strengthen our ability to serve customers across all walks of life. If you are looking for a career where your skills matter, your voice is heard, and your growth is supported, you have found your home at arenaflex.

About This Role

As a Customer Resolution Representative at arenaflex, you will play a critical role in our commitment to customer service excellence. You will be the frontline ambassador for our brand, handling inquiries, complaints, and complex transactions with professionalism, empathy, and precision. This position offers an excellent opportunity to develop your expertise in financial services while building lasting relationships with customers who rely on us for their banking needs.

In this role, you will navigate the intricacies of financial products and services, serving as a trusted advisor to customers seeking resolution and guidance. Your analytical abilities and communication skills will be key in identifying issues, determining appropriate solutions, and ensuring every customer feels heard and valued. This is a hybrid position that combines the security of in-person training with the flexibility of remote work rotation once you have mastered the role.

Key Responsibilities

As a Customer Resolution Representative, your primary focus will be delivering outstanding support to both internal and external customers. Your responsibilities include:

• Customer Inquiry Management: Respond to customer inquiries and complaints regarding financial products and services with patience, clarity, and professionalism. Ensure each interaction resolves the customer's concern while upholdng arenaflex's service standards.
• Issue Investigation: Conduct thorough investigative steps to identify the root cause of customer issues. Analyze complex situations, gather relevant information, and determine the most appropriate course of action to achieve favorable outcomes.
• Transaction Processing: Process complex transactions accurately and efficiently within our online systems. Maintain meticulous attention to detail to ensure all transactions are completed correctly and in compliance with regulatory requirements.
• Risk Assessment and Classification: Review customer complaints and issues for regulatory and non-regulatory flags. Classify risks appropriately in our case management system to ensure customer issues are addressed while maintaining full compliance with internal company requirements and industry standards.
• Escalation Management: Recognize when issues require escalation to more experienced team members or supervisors. Handle non-routine client concerns with good judgment and timely escalation when necessary.
• Mediation and Negotiation: Serve as an intermediary between parties to resolve disputed matters. Employ effective negotiation techniques to enact settlements that satisfy all parties while protecting arenaflex's interests and reputation.
• Documentation and Record Keeping: Maintain comprehensive and accurate records of all customer interactions, resolutions, and transactions. Ensure all documentation meets compliance and regulatory standards.
• Continuous Improvement: Identify opportunities to improve processes, procedures, and customer experience. Provide constructive feedback to help enhance team performance and service delivery.

Required Qualifications

To succeed in this role, you must meet the following minimum qualifications:

• Experience: A minimum of 2+ years of contact center experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: relevant work experience, formal training, military experience, or education.
• Technical Proficiency: Basic computer skills with the ability to navigate multiple system windows, applications, and utilize search tools effectively to find information.
• Availability: Must be available to work the scheduled training period and maintain consistent attendance throughout the training program.

Preferred Qualifications

While not required, the following qualifications will give you a competitive edge:

• Call Center Experience: 2+ years of experience in a fast-paced call center environment handling high-volume customer interactions.
• Legal Document Experience: Previous experience working with legal documents, contracts, or regulatory documentation is highly desirable.
• Financial Services Background: In-depth knowledge of banking products, procedures, and services.
• Multi-tasking Abilities: Proven ability to work effectively in a fast-paced call center environment while managing changing priorities and deadlines.
• Team Collaboration: Experience working both independently and as part of a team to achieve common goals.

Essential Skills and Competencies

Success as a Customer Resolution Representative requires a unique blend of technical abilities, interpersonal skills, and personal attributes:

• Customer Service Excellence: Exceptional ability to provide strong customer service while listening actively, eliciting information efficiently, and comprehending complex customer issues. You must genuinely enjoy helping people and remain calm under pressure.
• Analytical Thinking: Good analytical skills with high attention to detail and accuracy. You will need to investigate issues methodically and identify solutions that address the root cause rather than just the symptoms.
• Communication Skills: Strong verbal and written communication abilities. You must convey information clearly, empathetically, and professionally to customers from diverse backgrounds.
• Technical Aptitude: Ability to navigate multiple computer system windows, applications, and utilize search tools to find information quickly and accurately.
• Adaptability: Ability to work effectively in a dynamic environment with changing priorities and deadlines. Flexibility is key to managing the diverse nature of customer inquiries.
• Problem-Solving: Strong problem-solving skills to determine appropriate courses of action and implement effective solutions under pressure.
• Compliance Awareness: Understanding of regulatory requirements and commitment to maintaining compliance with company policies and standards.

Training and Development

At arenaflex, we invest in your success from day one. As a new Customer Resolution Representative, you will receive comprehensive training to equip you with the knowledge and skills needed to excel in your role.

Initial Training Program: You will participate in an in-depth classroom training program led by experienced instructors. This training will cover arenaflex banking products, procedures, services, and systems in detail. The training class will begin on a designated start date and continues for up to 8 weeks, conducted onsite full-time.

Training Schedule: Training hours are 8:00 a.m. – 5:00 p.m. Monday through Friday EST. You are required to attend the full duration of the paid training program to ensure you are fully prepared for your role.

Ongoing Support: After completing classroom training, you will continue to receive on-the-job training and coaching as you begin handling live customer interactions. Our supportive team environment ensures you never have to navigate challenges alone.

Work Environment and Schedule

Regular Schedule: Once training is completed and both you and your manager agree that you are ready, you will transition to a hybrid work arrangement. Your regular work schedule will be Monday through Friday, with hours between 9:30am and 7:00pm EST (8-hour shift with a 30-minute lunch break). Your schedule will be based on business needs.

Hybrid Work Model: This position is hybrid, meaning you will work on-site every other week with the opportunity to work from home on a rotation basis. This arrangement provides a balance between collaboration and flexibility.

Extended Hours: Our hours of operation are Monday through Friday, 8:00am to 8:30pm EST, and Saturday, 9:00am to 3:00pm EST. In the future, occasional weekend work may be required based on business needs.

Overtime Opportunities: There may occasionally be opportunities for overtime based on business demand, providing additional earning potential.

Work Location: The primary work location is 7711 Plantation Road, Roanoke, VA 24019. This modern facility offers a collaborative work environment with state-of-the-art technology and amenities.

Remote Work Guidelines: All telecommuting guidelines and performance standards must be met and attested to before remote rotation privileges are granted. This ensures that our hybrid model maintains the high level of service our customers expect.

Career Growth Opportunities

At arenaflex, your career journey is limited only by your ambitions. As a Customer Resolution Representative, you will develop a strong foundation in financial services, customer relations, and compliance – skills that are highly valued across the organization.

Many of our senior team members and leaders began their careers in similar entry-level positions, advancing through dedication and performance. As you grow in your role, you may have opportunities to:

• Specialize in specific product areas or complex customer situations


• Mentor new team members and contribute to their success


• Take on lead or supervisory responsibilities


• Explore other departments and career paths within arenaflex


• Develop expertise in compliance, risk management, or operations

We are committed to supporting your professional development through ongoing training, tuition assistance programs, and internal promotion opportunities.

Compensation and Benefits

At arenaflex, we recognize that our employees are our most valuable asset. We offer a comprehensive compensation package designed to support your financial well-being, health, and work-life balance:

• Competitive Salary: A competitive base salary commensurate with your experience and qualifications.
• Performance Bonuses: Opportunities to earn performance-based bonuses and incentives.
• Health Benefits: Comprehensive medical, dental, and vision coverage for you and your family.
• Retirement Plans: 401(k) retirement savings plan with company matching contributions.
• Paid Time Off: Generous paid time off including vacation, personal days, and holidays.
• Professional Development: Access to training programs, tuition assistance, and career development resources.
• Employee Assistance Program: Confidential support services for personal and professional challenges.
• Wellness Programs: Resources and programs designed to support your physical and mental well-being.

Diversity, Equity, and Inclusion

At arenaflex, we believe that diversity strengthens our organization. We are committed to creating an inclusive workplace where everyone feels valued and inspired to do their best work. We welcome applications from individuals of all backgrounds, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, disability, pregnancy, marital status, status as a protected veteran, or any other status protected by applicable law.

Our employees support our focus on building strong customer relationships balanced with a strong risk-mitigating and compliance-driven culture. We believe these disciplines are critical to the success of our customers and our company.

Join the arenaflex Team

If you are ready to take the next step in your career and join a team that values excellence, integrity, and customer focus, we encourage you to apply for the Customer Resolution Representative position at arenaflex. This is your opportunity to make a meaningful impact, develop valuable skills, and grow with a leading financial services company.

At arenaflex, it all begins with outstanding talent. It all begins with you.