Are you a motivated and empathetic leader with a passion for delivering exceptional customer experiences? Do you thrive in a dynamic environment where no two days are the same? If so, we invite you to join arenaflex's Customer Advocacy Team as an Operations Principal Coordinator, working from the comfort of your own home.
At arenaflex, we're committed to redefining white glove service for our customers, both internal and external. As a champion of resolve, you'll find solutions for customers on complaints, interface with designated business area contacts to research and respond to OOTP escalations, Tier 3 customer complaints, and system breakdowns. Your expertise will be invaluable in providing guidance to front-line agents on processes and systems, ensuring that our customers receive the highest level of service.
**About arenaflex**
arenaflex is a leading financial institution dedicated to providing innovative financial solutions to our customers. We're passionate about empowering individuals and businesses to achieve their goals, and we're committed to making a positive impact in our communities. Our team is comprised of talented and diverse individuals who share our vision of delivering exceptional customer experiences.
**Responsibilities**
As an Operations Principal Coordinator, you'll be responsible for:
* Researching and resolving complex customer escalations
* Accurately notating SOR
* Serving as a Subject Matter Expert, providing guidance to front-line agents on processes and systems
* Researching and responding to OOTP escalations and Tier 3 complaints
* Flagging potential regulatory compliance violations or risk events
* Flexing for Risk Support when needed
* Reducing reputational risk and customer harm via handling of Dealer complaints
* Serving as a liaison for customers engaged in both NP & Dealer experiences
* Resolving tech issues customers are facing
* Assisting tech partners in testing of new product features/bugs
* Assisting with day-to-day reporting strategy to ensure business metrics are meeting goals
* Executing assigned projects with high accuracy and some oversight while meeting deadlines
**Requirements**
To be successful in this role, you'll need:
* A high school diploma, GED, or equivalent certification
* At least 3 years of customer service or call center experience
* At least 2 years of experience working in the financial industry
* At least 1 year of experience using Google Suite or Microsoft Office
* Strong written and verbal communication skills
* Ability to work in a fast-paced environment with multiple priorities
* Strong problem-solving and analytical skills
* Ability to work independently with minimal supervision
**Preferred Qualifications**
* Bachelor's degree or military experience
* At least 4 years of customer service or call center experience
* At least 3 years of experience working in the financial industry
* At least 2 years of customer escalations experience
* At least 1 year of experience in compliance or risk management
**Work Environment and Culture**
As a work-from-home employee, you'll have the flexibility to work in a comfortable and distraction-free environment. arenaflex provides a comprehensive and inclusive set of benefits that support your total well-being, including:
* Medical, dental, vision, and prescription coverage
* Flexible scheduling
* Paid time off
* Wellbeing offerings such as backup childcare and mental wellness support
* Tuition reimbursement
* Paid training and development offered quarterly
* Flexible spending account
* Life insurance and disability insurance
* 401(k) and stock purchase plan
**Compensation and Benefits**
arenaflex offers a competitive salary range of $56,800 - $64,800 per year, depending on location and experience. We also offer a comprehensive benefits package, including medical, dental, vision, and prescription coverage, as well as flexible scheduling and paid time off.
**How to Apply**
If you're a motivated and empathetic leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Equal Opportunity Employer**
arenaflex is an equal opportunity employer committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. arenaflex is a drug-free workplace and an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws.