Experienced Customer Service Analyst (REMOTE - US) – Delivering Exceptional Financial Futures Experience

At arenaflex, we're committed to taking financial futures above and beyond. As a leading provider of innovative products, we're dedicated to helping our customers achieve their unique financial goals. Our team of professionals is passionate about treating clients like family and providing them with the support they need to plan for their financial future. We're seeking an experienced Customer Service Analyst to join our team and help us deliver exceptional customer experiences.

The Opportunity

As a Customer Service Analyst at arenaflex, you'll play a critical role in providing superior customer service through answering incoming calls and chat messages from both clients and agents. You'll be part of a team that emphasizes treating clients with empathy and respect, and helping them navigate their financial futures. In this role, you'll receive comprehensive training to prepare you for your daily tasks, and subject matter experts will be available to assist you with any follow-up questions.

Job Responsibilities

* Develops skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention.

• Actively seeks information to understand and analyze customer's circumstances, problems, expectations, and needs to resolve difficult inquiries/issues.
• Clearly communicates complex information and solutions to customers in a helpful manner.
• De-escalates situations involving dissatisfied customers utilizing patience, assistance, and support methods.
• Maintains a professional and empathetic demeanor in all interactions.
• Accurately updates, monitors, and notates customer account details of client/agent interactions in multiple databases and CRM systems.
• Builds product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications, and requirements.
• Acts as a liaison for customers as needed between departments or other aspects of the organization.
• Understands and explains complex topics such as interest, fee, and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests.
• Examines intricate contractual language, features, and terms and interprets in an effective and efficient manner.
• Builds understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians, as well as IRS tax forms.
• Complies with company and regulatory guidelines for performance.
• Prioritizes and multi-tasks daily functions to positively influence productivity and quality in a fast-paced, high-volume environment.
• Processes financial and non-financial transactions in accordance with established procedures.
• Works to consistently meet specified requirements for performance and quality.
• Assists in researching complex issues or complaints which could require interdepartmental cooperation.
• Identifies and recommends opportunities for process improvements and organizational initiatives.
• Performs other duties as assigned.

Minimum Qualifications

* At least a high school diploma or equivalent

• At least 2 years of related customer service experience
• Exceptional verbal communication skills
• Strong attention to detail and ability to multi-task efficiently
• Able to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays

Ideal Qualifications

* Prior call center experience is a plus, but not required

• Strong computer skills

What to Expect

* Focused one-on-one meetings with your manager

• Ongoing opportunities for development and learning
• Working in a fast-paced environment in our downtown Cincinnati, OH office
• A place to grow your career in a culture that inspires, rewards, and develops employees
• Small company feel with a focus on meeting customer's needs today and also well into the future

Why Join Us

At arenaflex, our collaborative culture is key to our success. It's the reason we're a leading provider of annuities today, and it's the reason we'll continue rising to the top tomorrow. A career at arenaflex means you'll contribute to our mission of taking financial futures above and beyond – and you'll be inspired to reach your own goals, too. As a wholly owned subsidiary of arenaflex, we continue to be an employer of choice in the Cincinnati, Ohio community.

Equal Employment Opportunity

arenaflex is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.

Total Compensation Package

Your total compensation package includes a competitive salary, incentive and bonus opportunities, and a comprehensive benefits package. For more information about our extensive benefits offerings, please check out our Total Rewards at a Glance.

Apply Now

If you're passionate about delivering exceptional customer experiences and want to join a team that's dedicated to taking financial futures above and beyond, apply now to become a Customer Service Analyst at arenaflex. Apply for this job