**Experienced Customer Resolution Representative – Complex Issue Resolution and Stakeholder Management**

At arenaflex, we're committed to providing a workplace that fosters growth, diversity, and inclusion. As a leading financial services company, we're proud to have been ranked #2 on the 2023 LinkedIn Top Companies list and #1 among financial services companies as the best workplace to grow your career in the U.S. We believe in investing in our employees, and that's why we offer competitive salaries, a rich benefits package, and a Total Rewards program that focuses on wellness, work-life balance, and financial health.

• *About this Role:**

arenaflex is seeking an experienced Customer Resolution Representative to join our team. As a Customer Resolution Representative, you'll play a critical role in managing complex and sensitive customer issues, including estate care resolution, remediations, and settlements. You'll be responsible for assessing customer circumstances, conducting extensive research, determining appropriate courses of action, documenting and communicating findings, and supporting the issue through direct mediation as applicable.

• *Key Responsibilities:**

• Support internal and external customers with inquiries and complaints regarding financial products and services
• Seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• Perform complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags and classify risks appropriately in case management system to ensure customer issues are addressed timely and efficiently while maintaining compliance with internal company requirements and standards
• Receive direction from supervisors and escalate concerns/questions for direction
• Interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• Serve as an intermediary between parties to resolve disputed matters, negotiate, and enact settlements accordingly

• *Essential Qualifications:**

• 2 years of experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Knowledge and understanding of financial services industry: compliance, regulatory, or legal operations
• Experience resolving and working through escalated and complex customer issues
• Knowledge and understanding of consumer products, policies, and procedures
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Experience interacting positively with difficult or irate customers
• Strong research and documentation skills
• Excellent verbal, written, and interpersonal communication skills
• Strong analytical skills with high attention to detail and accuracy

• *Preferred Qualifications:**

• Knowledge and understanding of operations policies and procedures
• Participation in an industry group or organization that aligns with arenaflex's support of Diversity, Equity & Inclusion
• Bilingual speaking proficiency in Spanish/English
• Knowledge of MSP, HOGAN, UW, and ECMP software platforms
• Advanced Microsoft office knowledge (Excel, Word, SharePoint)
• Knowledge and understanding of operations support in a operations center
• Strong organizational, multi-tasking, and prioritizing skills

• *Work Environment and Company Culture:**

arenaflex is committed to creating a workplace that is inclusive, diverse, and supportive of our employees' growth and well-being. Our company culture values collaboration, innovation, and customer satisfaction. We offer a dynamic and fast-paced work environment that is ideal for individuals who are passionate about delivering exceptional customer experiences.

• *Career Growth Opportunities and Learning Benefits:**

arenaflex is committed to investing in our employees' growth and development. We offer a range of training programs, mentorship opportunities, and career advancement paths that can help you achieve your career goals. Our employees have access to a comprehensive learning platform that provides training on industry trends, best practices, and technical skills.

• *Compensation, Perks, and Benefits:**

arenaflex offers a competitive salary, a rich benefits package, and a Total Rewards program that focuses on wellness, work-life balance, and financial health. Our employees enjoy a range of perks and benefits, including:

• Comprehensive health insurance
• Retirement savings plan
• Paid time off and holidays
• Employee assistance program
• Professional development opportunities
• Recognition and rewards programs

• *How to Apply:**

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding career opportunity, we encourage you to apply for this role. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

• *Equal Employment Opportunity:**

arenaflex is an equal employment opportunity employer and welcomes applications from all qualified candidates, regardless of race, color, gender, national origin, religion, age, sexual orientation, gender identity, gender expression, genetic information, individuals with disabilities, pregnancy, marital status, status as a protected veteran or any other status protected by applicable law.