At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a key member of our Consumer Banking team, the Experienced Customer Experience Specialist will play a vital role in analyzing and improving our processes to drive business growth and customer satisfaction. If you're passionate about delivering outstanding customer experiences and have a keen eye for process improvement, we want to hear from you!
**About arenaflex**
arenaflex is a leading financial services company that's committed to helping our customers achieve their financial goals. With a strong focus on innovation, customer satisfaction, and employee development, we're a great place to build a career. Our diverse and inclusive culture values individual perspectives and encourages collaboration, creativity, and growth.
**Key Responsibilities**
As an Experienced Customer Experience Specialist, you'll be responsible for:
* Providing subject matter expertise and support to specialists, process owners, and business stakeholders to enhance Consumer Banking processes
* Analyzing and identifying process gaps, risks, and issues to recommend improvements and drive business growth
* Collaborating with leadership on process improvements and controls to ensure compliance and efficiency
* Providing coaching and feedback to associates to drive customer experience, metric, and compliance performance
* Maintaining accurate and up-to-date documentation of job aids, procedures, and processes
* Partnering with peers to ensure timely workload completion and share best practices
* Troubleshooting, account review, research, and root cause analysis of reports, data, process defects, inquiries, or issues relating to Consumer Banking
* Identifying and communicating potential process gaps, risks, and issues effectively in a timely manner to manager/leadership
* Performing other duties and/or special projects as assigned
**Essential Qualifications**
* Minimum of 12 months of Consumer Banking experience
* Not on active Corrective Action (Formal & or Final Formal)
* Have at least a "consistently meets expectations" performance rating
* Have at least 6 months in current role, or if new hire at least 9 months with arenaflex
**Desired Characteristics**
* Strong knowledge of arenaflex policies, procedures, and practices; Strong use and/or familiarity of Consumer Banking job aids
* Experience with Microsoft Office products, including Excel, Word, and PowerPoint
* Strong analytical skills, trend analysis a plus
* Strong oral and written communication abilities; ability to draft professional responses, manager updates, and performance reminders
* Excellent interpersonal skills: ability to effectively provide and receive feedback at all levels within the organization
* Excellent organizational and time management skills; ability to meet deadlines in a high-demand environment
* Demonstrated creativity, flexibility, and proven ability to motivate
* Experience with performance coaching and/or delivering training in 1on1 and group settings
**Grade/Level: 06**
The hourly rate range for this position is $23.00 - $31.00/hr USD Annual and is eligible for an annual bonus based on individual and company performance. Actual compensation offered within the posted salary range will be based upon work experience, skill level, or knowledge.
**Eligibility Requirements**
* You must be 18 years or older
* You must have a high school diploma or equivalent
* You must be willing to take a drug test, submit to a background investigation, and submit fingerprints as part of the onboarding process
* You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act
* New hires (Level 4-7) must have 9 months of continuous service with arenaflex before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months' time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months' time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don't meet the time in position or performance expectations).
**Legal Authorization to Work in the U.S.**
Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
**Our Commitment**
When you join us, you'll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives are what make arenaflex truly a great place to work. Together, we're building a future where we can all belong, connect, and turn ideals into action. Through the power of our 8 Diversity Networks+, with more than 60% of our workforce engaged, you'll find community to connect with an opportunity to go beyond your passions.
**Reasonable Accommodation Notice**
Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time.
**Job Family Group: Customer Service Operations**
If you're passionate about delivering exceptional customer experiences and have a keen eye for process improvement, we want to hear from you! Apply now to join our arenaflex team and take the first step towards a rewarding career in Consumer Banking.
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