At arenaflex, we're dedicated to shaping the future of health for patients, our communities, and our people. As a leading impact-driven company, we're known for delivering insights, products, and services that make quality care more accessible and affordable. Our team is passionate about fostering a culture where you can grow, make an impact, and are empowered to bring new ideas. If you want to be part of tomorrow's health today, we want to hear from you.
**About arenaflex**
arenaflex is a Fortune 10 company that touches virtually every aspect of healthcare. We're committed to the health, happiness, and well-being of you and those we serve – we care. Our mission is to make a meaningful difference in the lives of our customers, partners, and employees. We believe that our work has a profound impact on the world, and we're dedicated to creating a better future for all.
**Job Summary**
We're seeking a dedicated Vendor Relations & Third-Party Risk Management Sr Customer Service Representative to join our team. As a key member of our Vendor Management Organization (VMO), you'll work closely with partners, customers, and internal stakeholders to manage pre-contracting and post-contracting activities related to merchant processing and point-of-sale. This role involves handling a variety of customer service and administrative responsibilities, including risk assessments, data entry, and project reporting. If you have a passion for customer service, a strong critical thinking and problem-solving skills, and experience with third-party risk management, we want to hear from you.
**Key Responsibilities**
• Interface with partners, customers, and internal stakeholders to manage pre-contracting and post-contracting activities related to merchant processing and point-of-sale, including but not limited to device order and other miscellaneous ongoing and account setup activities.
• Initiate pre-contracting third-party risk triage and risk assessments with the Corporate Third-Party Security Architecture (TPSA) and VMO Teams.
• Track and support closing out after-action and corrective action plans for new and existing partners as identified by the Corp TPSA Team.
• Review Business Partner contracts for accuracy and manage the Risk Assessment process prior to contracting and/or when updating contracts.
• Perform accurate and detailed data entry into Risk Management databases, and VMO repositories, SharePoint, TPSA tracker, and project reporting tools.
• Collaborate with multiple inter-department teams and provide timely and accurate progress and project status updates.
• Meet established department turnaround times and assist partners with account documentation reconciliation, ensuring all required documentation is on file.
• Administratively assist customers and partner calls of a non-technical nature.
• Coordinate and facilitate ancillary Customer Service functions and activities with outside vendor partners (e.g. POS, Merchant Processors, PCI P2PE, etc.) as needed.
• Troubleshoot and interface between customers, partners, and internal teams to resolve partner issue escalations.
• Effectively de-escalate customer service and partner issues and present clear solutions with timelines.
• Ensure partners have updated records on file for VMO, including issue escalation plans, accurate contact lists, business continuity plans, and required security documents.
• Update and maintain required process maps and SOPs for the role.
**Qualifications, Knowledge & Skills**
• Minimum of 5+ years of Customer Service experience.
• Strong critical thinking, problem-solving, and communication skills.
• Industry experience with third-party risk management.
• Proficiency in relevant software and tools (e.g. Excel, Word, Smartsheets, SharePoint, PowerPoint).
• Ability to work independently and cross-functionally with other departments on detail-oriented and complex projects.
• Experience managing projects and adhering to strict timelines.
• Previous Customer Service experience.
• 4-year college degree or equivalent experience.
**Minimum Requirement**
Typically requires 5+ years of related experience.
**Education**
High school diploma or equivalent; Associates degree preferred.
**Compensation & Benefits**
We're proud to offer a competitive compensation package at arenaflex as part of our Total Rewards. This is determined by several factors, including performance, experience, and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with arenaflex's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
**Our Base Pay Range for this position**
$18.77 - $31.29
**Equal Employment Opportunity**
arenaflex is an Equal Opportunity Employer. We provide equal employment opportunities to applicants and employees and are committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, or genetic information. For additional information on arenaflex's full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.
**Why Join arenaflex?**
At arenaflex, we're passionate about creating a better future for all. We believe that our work has a profound impact on the world, and we're dedicated to making a meaningful difference in the lives of our customers, partners, and employees. If you share our values and are passionate about customer service, we want to hear from you.
**Apply Now!**
If you're ready to join a dynamic team and make a meaningful impact in the healthcare industry, apply now! Visit our careers page to learn more about this opportunity and to submit your application.
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