Senior Platinum Disputes & Customer Care Specialist – High‑Volume Inbound Support, Fraud Resolution, and Loyalty‑Focused Relationship Management

Welcome to arenaflex – Where Exceptional Service Meets Unlimited Opportunity

At arenaflex, we believe that when people and businesses are backed by the right support, they can achieve extraordinary growth. Our global community of diverse, passionate colleagues is united by a single purpose: to empower our members, protect their interests, and deliver the world’s most trusted customer experience. Joining arenaflex means becoming part of a culture that celebrates integrity, collaboration, and continuous learning—while offering the flexibility and benefits you need to thrive both personally and professionally.

About the Role

The Senior Platinum Disputes & Customer Care Specialist is the front‑line ambassador for arenaflex’s premium card members. You will handle a high volume of inbound calls, resolve complex fraud and dispute cases, and proactively recommend products that deepen loyalty. This position blends consultative sales, meticulous case analysis, and a genuine passion for helping customers navigate their financial lives with confidence.

Key Responsibilities

• Deliver extraordinary, customer‑first service on a high‑volume stream of inbound calls while maintaining a calm, solution‑focused demeanor.
• Engage with Platinum card members to understand their unique needs, offering tailored recommendations that highlight the full suite of arenaflex benefits.
• Identify opportunities to enroll members in relevant product offers, benefit programs, or loyalty initiatives that increase engagement and long‑term satisfaction.
• Conduct thorough intake, analysis, and resolution of fraud and dispute cases, ensuring both member and merchant interests are protected.
• Utilize arenaflex’s suite of tools and resources to craft custom solutions, aiming for first‑point‑of‑contact resolution whenever possible.
• Meet and exceed performance metrics, including sales conversion rates, quality assurance scores, compliance standards, and productivity targets.
• Document case outcomes accurately in the CRM system, providing clear communication to internal partners and external stakeholders.
• Collaborate with cross‑functional teams—risk, compliance, product, and operations—to continuously improve processes and member experiences.

Minimum Qualifications

• Communication Excellence: Strong written and verbal skills that enable natural, empathetic conversations with premium members.
• Resilience & Adaptability: Ability to manage a steady flow of calls, stay positive under pressure, and adjust quickly to changing priorities.
• Emotional Intelligence: Demonstrated humility and genuine care, acknowledging each member’s situation with empathy.
• Technical Savvy: Proficiency in navigating multiple computer systems and applications simultaneously, with speed and accuracy.
• Integrity & Compliance: Commitment to safeguarding sensitive member information and adhering to all regulatory guidelines.
• Reliability: Consistent punctuality and dependability in meeting shift schedules and performance expectations.

Preferred Skills & Experience

• Passion for building loyalty through active listening, consultative relationship building, and creative problem‑solving.
• Prior experience in a high‑volume customer service or consultative sales environment, preferably within financial services.
• Track record of recommending tailored products or solutions that align with individual customer needs.
• Ability to adapt communication style to a wide variety of personalities, taking ownership of each interaction from start to finish.

Core Skills & Competencies

• Customer‑First Mindset: Always prioritize the member’s experience and outcomes.
• Analytical Thinking: Quickly assess dispute details, identify patterns, and recommend appropriate resolutions.
• Sales Acumen: Recognize cross‑sell opportunities and articulate value propositions clearly.
• Team Collaboration: Work seamlessly with internal partners to share insights and drive continuous improvement.
• Time Management: Balance multiple tasks while maintaining high quality and compliance standards.

Work Schedule & Environment

We understand that flexibility is essential for modern professionals. This role offers a hybrid work model with an expectation of three on‑site days per week, allowing you to stay connected with teammates while enjoying the convenience of remote work. Shifts are available between 6:00 am – 11:00 pm, including weekends, to accommodate a variety of personal schedules.

Compensation, Perks & Benefits

arenaflex values the contributions of every team member and offers a competitive total rewards package:

• Hourly rate ranging from $20.00 to $22.25, plus performance‑based bonuses.
• Comprehensive medical, dental, vision, life insurance, and disability coverage.
• Retirement savings plan with a 6% company match.
• Financial coaching and well‑being resources to support your fiscal health.
• Generous paid parental leave—20+ weeks for all parents, regardless of gender.
• Access to global on‑site wellness centers staffed by nurses and physicians (where available).
• Confidential counseling through the arenaflex Healthy Minds program.
• Career development programs, tuition assistance, and internal mobility opportunities.
• Flexible working arrangements—full‑time, hybrid, or virtual—based on role requirements and business needs.

Career Growth & Development

At arenaflex, your career path is shaped by your ambition and the support you receive. You will have access to industry‑leading training, ongoing coaching, and mentorship programs designed to accelerate your professional growth. Whether you aim to become a senior dispute manager, a product specialist, or a leader within our customer experience organization, arenaflex provides clear pathways and resources to help you achieve those goals.

Culture & Inclusion

arenaflex is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an environment where every colleague feels seen, heard, and valued. Our inclusive culture is built on respect, collaboration, and a shared commitment to delivering the best possible experience for our members and each other.

Why Join arenaflex?

If you thrive in a fast‑paced, customer‑centric environment and are driven to make a tangible impact on members’ financial lives, this role offers the perfect blend of challenge and reward. You’ll be part of a supportive team that recognizes your achievements, invests in your development, and empowers you to lead with confidence.

How to Apply

Ready to bring your expertise to arenaflex and help shape the future of premium customer care? Click the link below to submit your application. We look forward to welcoming you to our dynamic team.

Apply Now