**Experienced Customer Service Specialist III – Remote ITM Support**

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Service Specialist III, you'll play a vital role in providing top-notch support to our customers and internal stakeholders, ensuring that their financial needs are met with professionalism and enthusiasm.

• *About arenaflex**

arenaflex is a leading financial institution dedicated to providing innovative banking solutions to individuals and businesses. With a strong focus on customer satisfaction, we're constantly striving to improve our services and products to meet the evolving needs of our customers. As a remote ITM (Interactive Teller Machine) support specialist, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.

• *Key Responsibilities**

As an Experienced Customer Service Specialist III, your primary responsibilities will include:

• **Delivering Exceptional Customer Service**: Provide enthusiastic, professional quality service to customers and internal stakeholders, addressing their inquiries, concerns, and issues related to our financial products and services.
• **Remote ITM Support**: Serve as a liaison outside of normal business hours, responding to customer inquiries, resolving issues, and providing support for our ITM services.
• **Maintaining Accurate Records**: Document customer interactions, maintain accurate records, and adhere to strict confidentiality standards to protect customer information.
• **Process Transactions and Payments**: Process telephone transfers, loan payments, and stop payments requests, as well as reset electronic banking PINS, duplicate statements, and answer debit card inquiries.
• **Assist with Internet Banking and Bill Pay**: Help customers with Internet Banking and Bill Pay, resetting passcodes, assisting with log-in, and guiding them through the Internet Banking website.
• **Video Teller Assistance**: Provide support for our Video Teller services, assisting customers with their queries and concerns.
• **Cross-Selling and Sales Referrals**: Identify sales referral opportunities and make appropriate referrals, participating in sales campaigns as identified.
• **Maintain Knowledge of Regulations**: Stay up-to-date with regulations governing transactions in relation to banking services, including demand deposits and savings accounts.

• *Essential Qualifications**

To succeed in this role, you'll need:

• **High School Diploma or Equivalent**: A high school diploma or equivalent is required, with a minimum of two years of customer service experience or related experience.
• **Financial Call Center Experience**: While not required, experience in a financial call center environment is preferred.
• **Ability to Work Independently**: You'll need to be able to work independently, with minimal supervision, and maintain a high level of productivity.
• **Attention to Detail**: You'll be responsible for maintaining accurate records and adhering to strict confidentiality standards, so attention to detail is essential.
• **Good Communication Skills**: Excellent verbal and written communication skills are required, as you'll be interacting with customers and internal stakeholders.
• **Flexibility and Dependability**: You'll need to be flexible and dependable, with the ability to work outside normal banking hours and adapt to changing priorities.

• *Preferred Qualifications**

While not required, the following qualifications are preferred:

• **Microsoft 360 Skills**: Proficiency in Microsoft 360 (Excel, Word, Outlook, etc.) is preferred.
• **Relationship Builder**: Experience in building relationships with customers and internal stakeholders is a plus.
• **Ability to Multi-Task**: You'll need to be able to multi-task, handling multiple customer interactions and tasks simultaneously.

• *Standards of Performance**

To excel in this role, you'll need to:

• **Report to Work in a Timely Manner**: Use secure remote connection to report to work on time and maintain a high level of productivity.
• **Complete Work Accurately and Efficiently**: Complete tasks accurately and efficiently, with minimal errors.
• **Avoid Distractions**: Minimize distractions and maintain a professional work environment.
• **Use Right Technology**: Use the right technology and follow "Work from Home" guidelines to ensure seamless remote work.
• **Maintain Positive Work-Environment**: Maintain a positive work environment with co-workers and customers, providing courteous and professional service.
• **Meet Technical Requirements**: Meet technical requirements, including internet speed test (10 Mbps download/5 Mbps upload, with a latency of 50ms or less).

• *Career Growth Opportunities and Learning Benefits**

At arenaflex, we're committed to helping our employees grow and develop their careers. As a remote ITM support specialist, you'll have access to:

• **Ongoing Training and Development**: Regular training and development opportunities to enhance your skills and knowledge.
• **Career Advancement Opportunities**: Opportunities to advance your career within arenaflex, with a focus on customer service and support.
• **Flexible Work Arrangements**: Flexible work arrangements, including remote work options, to support your work-life balance.

• *Work Environment and Company Culture**

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. As a remote ITM support specialist, you'll be part of a team that's passionate about delivering exceptional customer experiences. Our company culture is built on:

• **Collaboration and Teamwork**: We believe in collaboration and teamwork, with a focus on supporting each other to achieve our goals.
• **Innovation and Creativity**: We encourage innovation and creativity, with a focus on finding new and better ways to deliver exceptional customer experiences.
• **Customer Focus**: We're customer-focused, with a commitment to delivering exceptional service and support to our customers.

• *Compensation, Perks, and Benefits**

arenaflex offers a competitive compensation package, including:

• **Competitive Salary**: A competitive salary, commensurate with experience.
• **Benefits Package**: A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings options.
• **Flexible Work Arrangements**: Flexible work arrangements, including remote work options, to support your work-life balance.
• **Professional Development Opportunities**: Ongoing training and development opportunities to enhance your skills and knowledge.

• *How to Apply**

If you're passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding career opportunity, apply now to join our team as an Experienced Customer Service Specialist III – Remote ITM Support.

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