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

At arenaflex, we're committed to providing our customers with exceptional service and support. As a Customer Resolution Representative, you'll play a critical role in managing complex and sensitive customer issues, ensuring that our customers receive the best possible experience. If you're passionate about delivering outstanding customer service, resolving complex issues, and building strong relationships with stakeholders, we want to hear from you.

• *Why arenaflex?**

arenaflex is a leading financial services company that's dedicated to helping our customers achieve their financial goals. We're proud to be 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. At arenaflex, we support our employees' career aspirations and growth, offering competitive salaries, one of the richest benefits packages in the industry, and a Total Rewards program that focuses on wellness, work-life balance, and financial health.

• *About this role:**

As a Customer Resolution Representative, you'll be responsible for managing complex and sensitive customer issues, including estate care resolution (life events), remediations, and/or settlements. You'll assess wide-ranging customer circumstances, conduct extensive research, determine appropriate courses of action, document and communicate findings, and support the issue through direct mediation as applicable. You'll also manage stakeholder relationships with customers, family members, legal representatives, and business partners.

• *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
• Ability to interact with all levels of an organization

• *Preferred Qualifications:**

• 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 diverse, inclusive, and supportive work environment that fosters growth and development. We believe in the importance of work-life balance and offer a range of benefits and programs to support our employees' well-being. Our company culture is built on a foundation of integrity, respect, and teamwork, and we're proud to be recognized as one of the best workplaces in the U.S.

• *Career Growth Opportunities and Learning Benefits:**

arenaflex is committed to helping our employees grow and develop their careers. We offer a range of training and development programs, including on-the-job training, mentorship, and leadership development opportunities. Our employees have access to a range of learning resources, including online courses, webinars, and conferences.

• *Compensation, Perks, and Benefits:**

arenaflex offers a competitive salary and a range of benefits and perks, including:

• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Flexible work arrangements
• Employee assistance program
• Discounts on arenaflex products and services

• *How to Apply:**

If you're passionate about delivering outstanding customer service and resolving complex issues, we want to hear from you. Please submit your application, including your resume and a 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, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.