Customer Experience Specialist I – Frontline Banking Support, Technical Assistance, and Relationship Management (Call Center)

About arenaflex

arenaflex is a trusted financial institution with a heritage dating back to 1936. Over the decades, we have built a reputation for integrity, respect, sincerity, and honor—values that guide every interaction with our customers, partners, and communities. With more than 60 branches across Oklahoma and Kansas, arenaflex offers a dynamic blend of traditional banking expertise and innovative digital solutions. Our commitment to diversity, inclusion, and ethical excellence makes us an employer of choice for individuals who want to grow their careers while making a positive impact on the lives of our customers.

Why Join arenaflex?

At arenaflex, you will become part of a collaborative, people‑first culture that celebrates bold ideas and continuous learning. Whether you are just starting your professional journey or looking to deepen your expertise in financial services, our supportive environment, comprehensive benefits, and clear career pathways empower you to thrive. We invest in technology, training, and community outreach, ensuring that every team member has the tools and opportunities to deliver exceptional service and achieve personal fulfillment.

Position Overview

The Customer Experience Specialist I is the voice of arenaflex for our retail customers and branch partners. Working in a fast‑paced call‑center environment, you will provide courteous, accurate, and timely assistance on a wide range of banking products and services. Your role is pivotal in maintaining high satisfaction scores, fostering long‑term relationships, and safeguarding the reputation of arenaflex as a reliable financial partner.

Key Responsibilities

• Deliver outstanding telephone support for routine inquiries, technical assistance, and complex issues related to arenaflex’s digital platforms (Online Banking, IVR, ITM, mobile apps).
• Retrieve and verify account information, transaction histories, and product details while adhering to regulatory, compliance, and privacy standards.
• Resolve challenging problems with empathy and professionalism, escalating to supervisors only when necessary to ensure swift resolution.
• Promote arenaflex’s suite of banking products—such as savings accounts, checking accounts, CDs, IRAs, and loan services—by educating customers on features that enhance their financial wellbeing.
• Navigate arenaflex’s internal tracking and troubleshooting systems to diagnose issues, document interactions, and provide clear, actionable solutions.
• Perform a variety of transaction‑related duties, including:
• Account inquiries, funds transfers, and online banking password resets.
• ATM and check‑card information, stop payments, and fund verification.
• Card research (limit increases, foreign transaction exemptions), dispute resolution for ACH and card transactions, and fraud investigation.
• Loan payment processing, payoff calculations, and fresh‑start agreement facilitation.
• New account onboarding, rewards program eligibility, interest rate quotations (DDA, SAV, CD, IRA), and bounce‑protection assistance.
• Maintain a minimum of one year of call‑center experience before being considered for cross‑departmental opportunities within arenaxflex.
• Collaborate with teammates, branch staff, and internal specialists to share knowledge, improve processes, and enhance the overall customer journey.

Essential Qualifications

• High school diploma or GED required; additional education in finance, business, or related fields is a plus.
• At least one (1) year of direct customer service experience, preferably in a call‑center environment.
• Demonstrated ability to communicate clearly and courteously over the phone, via chat, and through email.
• Strong analytical and problem‑solving skills with the capacity to make independent decisions while following arenaflex policies.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with internet browsers.
• Basic typing proficiency (minimum 30 wpm) to ensure efficient documentation of interactions.
• Positive, can‑do attitude and a commitment to delivering solutions that exceed customer expectations.

Preferred Qualifications & Additional Skills

• Previous experience in banking, financial services, or cash‑management product support.
• Knowledge of regulatory requirements such as Reg‑E, AML, and privacy standards.
• Experience handling multi‑channel communications (phone, live chat, email) simultaneously.
• Ability to quickly learn and navigate arenaflex’s proprietary CRM and transaction monitoring tools.
• Demonstrated teamwork, adaptability, and resilience in high‑volume call‑center settings.

Core Skills & Competencies

• Communication: Clear, articulate verbal and written skills; active listening; ability to explain complex banking concepts in simple terms.
• Customer Focus: Empathy, patience, and a genuine desire to help customers achieve their financial goals.
• Technical Acumen: Comfort with digital banking platforms, troubleshooting software, and basic IT concepts.
• Analytical Thinking: Ability to assess transaction data, identify patterns, and propose effective resolutions.
• Time Management: Efficiently handle multiple inquiries, prioritize tasks, and meet service level agreements.
• Team Collaboration: Share insights, support peers, and contribute to a positive, inclusive workplace culture.

Career Growth & Development

arenaflex is dedicated to nurturing talent from within. As a Customer Experience Specialist I, you will have access to:

• Structured onboarding and ongoing training programs covering banking fundamentals, compliance, and advanced product knowledge.
• Mentorship from senior specialists and managers who provide guidance on career pathways.
• Opportunities to cross‑train in related departments such as fraud analysis, loan servicing, and digital product development.
• Clear promotion tracks to Customer Experience Specialist II, Team Lead, and Management roles based on performance and skill development.
• Tuition reimbursement and support for professional certifications (e.g., Certified Customer Service Professional, Financial Services Certifications).

Work Environment & Culture

Our call‑center is a climate‑controlled office space designed for comfort and productivity. Desks are ergonomically set up, and employees have access to:

• High‑speed internet, dual monitors, and modern communication tools.
• Regular breaks, wellness programs, and a supportive team atmosphere.
• Flexible scheduling options, including part‑time and shift variations to accommodate work‑life balance.
• A culture that values diversity, inclusion, and mutual respect—arenaflex is an Equal Opportunity Employer (EOE) and actively promotes a workplace free from discrimination.

Compensation, Perks & Benefits

arenaflex offers a competitive salary package aligned with industry standards, complemented by a comprehensive benefits suite that may include:

• Medical, dental, and vision insurance with multiple plan options.
• Retirement savings plans (401(k) with company match).
• Paid time off, holidays, and sick leave.
• Employee assistance programs (EAP) for mental health and financial counseling.
• Wellness incentives, gym membership discounts, and on‑site health screenings.
• Recognition programs that celebrate outstanding service and innovative ideas.

Eligibility for certain benefits may be subject to tenure and full‑time status, but arenaflex strives to provide equitable access to all eligible employees.

How to Apply

If you are ready to launch a rewarding career with a forward‑thinking financial institution, we invite you to submit your application today. Join arenaflex and become part of a team that values integrity, boldness, and a relentless commitment to customer excellence.

Apply Now – Start Your Journey with arenaflex!