Customer Resolution Representative – Financial Services Client Advocacy & Complaint Management Specialist

About arenaflex

arenaflex is a leading financial services institution dedicated to delivering innovative banking solutions to millions of households and businesses across the United States. With a heritage of trust, stability, and community focus, arenaflex empowers customers to achieve their financial goals while fostering an inclusive, collaborative workplace where every employee can thrive. Our commitment to diversity, equity, and inclusion (DEI) is woven into the fabric of our culture, ensuring that every voice is heard, respected, and celebrated.

Why Join arenaflex?

At arenaflex, you will be part of a purpose‑driven organization that values talent, curiosity, and a relentless focus on the customer experience. We invest heavily in professional development, cutting‑edge technology, and a supportive environment that encourages continuous learning. Whether you are just beginning your career or looking to deepen your expertise, arenaflex offers a clear pathway for growth, mentorship, and meaningful impact.

Role Overview

The Customer Resolution Representative plays a pivotal role within the Estate Care Center of our Consumer and Small Business Banking Operations. You will serve as a trusted liaison between arenaflex and its customers, handling inquiries, complaints, and complex transaction issues with empathy, precision, and regulatory compliance. This position blends investigative problem‑solving with high‑touch customer service, ensuring that every interaction strengthens the relationship between arenaflex and its valued clients.

Key Responsibilities

• Provide timely, courteous, and accurate assistance to internal and external customers regarding financial products, services, and account‑related concerns.
• Conduct thorough investigations to identify root causes of complaints, document findings, and recommend appropriate resolutions.
• Process moderately complex financial transactions online, ensuring adherence to arenaflex policies, risk controls, and regulatory standards.
• Review and classify complaints for regulatory and non‑regulatory flags, accurately entering risk data into the case management system.
• Escalate non‑routine or high‑risk issues to senior team members or specialized departments while maintaining clear communication with the customer.
• Act as an intermediary to negotiate settlements, resolve disputed matters, and document outcomes in accordance with arenaflex compliance guidelines.
• Collaborate with cross‑functional teams—including legal, compliance, fraud, and product specialists—to achieve swift and effective resolutions.
• Maintain meticulous records of all interactions, ensuring data integrity and audit readiness.
• Participate in ongoing training, coaching, and performance feedback sessions to continuously improve service quality.
• Identify trends in customer feedback and propose process enhancements that drive operational efficiency and customer satisfaction.

Required Qualifications

• Minimum of 2 years of contact‑center experience in a financial services environment, or an equivalent combination of work experience, training, military service, or education.
• Demonstrated ability to manage high‑volume call‑center environments while maintaining composure and professionalism.
• Strong analytical skills with a keen eye for detail and accuracy in documentation.
• Excellent verbal and written communication skills, with the ability to listen actively, elicit relevant information, and convey solutions clearly.
• Proficiency in navigating multiple computer systems, applications, and search tools simultaneously.
• Ability to work both independently and collaboratively within a team, adapting to shifting priorities and deadlines.
• Commitment to upholding arenaflex’s compliance, risk, and ethical standards in every interaction.

Preferred Qualifications

• Additional 2+ years of dedicated call‑center experience, preferably within a legal or compliance‑focused environment.
• Experience handling legal documents, settlement agreements, or regulatory filings.
• Familiarity with financial products such as checking, savings, loans, and small‑business services.
• Previous exposure to risk‑management frameworks, fraud detection, or operational compliance.
• Certification or training in conflict resolution, mediation, or customer experience management.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving Acumen: Ability to dissect complex issues, develop actionable solutions, and follow through to closure.
• Regulatory Awareness: Understanding of banking regulations, consumer protection laws, and internal compliance policies.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Technical Proficiency: Comfortable using CRM platforms, case‑management tools, and productivity software.
• Adaptability: Thrive in a fast‑paced environment with shifting priorities and evolving business needs.
• Team Collaboration: Work effectively with peers, supervisors, and cross‑functional partners to achieve shared goals.

Training & Development

Successful candidates will embark on an intensive, eight‑week classroom training program beginning on October 23, 2023. Training runs Monday‑Friday, 8:00 am – 5:00 pm EST and covers:

• arenaflex’s product suite, banking procedures, and service standards.
• Regulatory compliance, risk management, and fraud detection fundamentals.
• Advanced communication techniques, conflict resolution, and negotiation skills.
• Hands‑on practice with arenaflex’s case‑management system and multi‑window navigation.

Following the classroom phase, you will receive on‑the‑job coaching, continuous performance feedback, and opportunities for certification in specialized areas such as legal documentation handling and advanced risk analysis.

Work Schedule & Environment

This role operates on a hybrid schedule. After successful completion of training and meeting performance criteria, you will rotate between on‑site and remote work, typically spending every other week at the arenaflex office located at 7711 Plantation Road, Roanoke, VA 24019. Core hours are Monday‑Friday, 9:30 am – 7:00 pm EST, with occasional Saturday coverage (9:00 am – 3:00 pm EST) based on business needs. Flexibility for overtime and shift adjustments may arise during peak periods.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plans with company matching contributions.
• Paid time off, holidays, and flexible leave options.
• Employee assistance programs, wellness resources, and mental‑health support.
• Tuition reimbursement, certification funding, and access to internal learning platforms.
• Employee discount programs, commuter benefits, and on‑site amenities at select locations.

Career Growth & Advancement

arenaflex is committed to nurturing talent from within. As a Customer Resolution Representative, you will have clear pathways to advance into roles such as:

• Senior Customer Resolution Analyst
• Team Lead – Client Advocacy
• Compliance & Risk Specialist
• Operations Manager – Consumer Banking
• Product Specialist – Estate Care Services

Our robust mentorship programs, leadership development tracks, and cross‑functional project opportunities empower you to broaden your skill set and accelerate your career trajectory.

Diversity, Equity & Inclusion at arenaflex

arenaflex believes that a diverse workforce fuels innovation and better serves our customers. We actively recruit, retain, and develop talent from all backgrounds, including but not limited to race, color, gender, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, and other protected characteristics. Our inclusive policies ensure equitable access to opportunities, resources, and advancement for every employee.

Application Process

Ready to make a difference? Follow these steps to apply:

1. Prepare an updated resume highlighting relevant experience in financial services, call‑center environments, and any legal or compliance exposure.
2. Craft a concise cover letter that showcases your passion for customer advocacy and your alignment with arenaflex’s values.
3. Submit your application through our online portal. All candidates will be considered without regard to protected characteristics.
4. If selected, you will be invited to a virtual interview, followed by an on‑site assessment and the comprehensive training program.

Join arenaflex Today

If you thrive in a dynamic, customer‑focused setting and are eager to contribute to a forward‑thinking financial institution, we want to hear from you. Bring your analytical mindset, communication prowess, and dedication to excellence to arenaflex, where every interaction matters and every employee is empowered to grow.

Apply Job!