Senior Representative, Customer Solutions – arenaflex

Job Summary:

Join arenaflex, a leading innovator in the customer solutions industry, as a Senior Representative, Customer Solutions. In this pivotal role, you will play a crucial part in supporting our Customer Solutions Outbound Mail Handling process, ensuring seamless communication with customers, and upholding the highest standards of quality and compliance. As a seasoned professional, you will leverage your expertise to drive efficiency, productivity, and customer satisfaction, while fostering a collaborative team environment.

Key Responsibilities:

* Respond to customer inquiries requesting documents that must be sent manually, such as account statements, copies of adverse action letters, media, debt validation letters, and extensions, with accuracy and timeliness.

• Sort and separate documents generated daily, ensuring efficient processing and minimizing errors.
• Correlate outgoing cover letters with necessary enclosures in response to customer inquiries, guaranteeing the accuracy of documents sent.
• Collaborate with all levels to achieve mutual client/customer satisfaction, ensuring high-quality standards are met and exceeded.
• Ensure compliance with arenaflex Operating Instructions, federal and state regulations, and client contract agreements.
• Monitor and provide feedback on queues to ensure compliance with cycle time requirements, driving continuous improvement.
• Take ownership of increased efficiency, productivity, and quality, identifying areas for improvement and implementing solutions.
• Resolve complex customer issues effectively, providing timely and satisfactory solutions.
• Perform other duties and/or special projects as assigned, demonstrating adaptability and a willingness to learn.

Qualifications and Requirements:

* Minimum 9 months of experience in Customer Service, Collections, Fraud, or Operations, responding to customer requests/inquiries/complaints.

• Proficiency in computer-based programs such as Excel, Word, and PowerPoint.
• Internal Candidates: Minimum of 6 months in current role. Minimum 9 months if newly hired.
• Internal Candidates: Have at minimum satisfactory performance.
• Internal Candidates: Not be on active formal or final formal corrective action.
• Ability to work a schedule of M-F 8:30-5:00 PM.
• Must work in the Cincinnati/West Chester office as an essential employee.
• This role is not eligible for work from home.

Desired Characteristics:

* Strong team player with demonstrated leadership/professionalism skills, commitment, initiative, vision, enthusiasm, and integrity.

• Excellent verbal, written communication skills, with the ability to articulate complex information clearly.
• Ability to perform in a fast-paced environment and adapt to change, prioritizing tasks and managing multiple responsibilities.
• Superior problem-solving/decision-making skills, with a focus on time management and efficiency.
• Operating knowledge of PC, Windows-based environment.
• Flexibility with work schedules and assignments, with a willingness to learn and grow.
• Demonstrated ability to resolve conflict and maintain a positive, professional demeanor.

Grade/Level:

05

Compensation and Benefits:

* The hourly rate range for this position is $22.50 - $29.00/hr USD Annual.

• 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.
• arenaflex offers a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) retirement plan.

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:

* Legal authorization to work in the U.S. is required. arenaflex 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 arenaflex, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued.

• Together, we’re building a future where we can all belong, connect, and turn ideals into action.
• More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

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 Apply for this job