Experienced Customer Care Representative – Escalation Team for arenaflex

Join arenaflex, a leading digital commerce company, as we revolutionize the mortgage industry with a customer-centric approach. We're seeking an experienced Customer Care Representative to join our escalation team, where you'll act as the voice of arenaflex, providing exceptional service to our customers and ensuring their satisfaction with our loan origination process and technology.

About arenaflex

arenaflex is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch, we've revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, as the nation's second-largest non-bank retail mortgage lender, arenaflex enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions.

Responsibilities

As a Customer Care Representative on our escalation team, you'll be responsible for:

• Properly managing all escalated customer inquiries, complaints, and compliments related to the loan origination process and technology used to navigate that process.
• Reviewing, investigating, and responding to Alleged UDAAP and Fair and Responsible lending complaints, including but not limited to Appraisal/Appraiser bias complaints.
• Ensuring the appropriate follow-up and resolution from the loan originations team and providing proper and timely communication and follow-up to the customer.
• Escalating issues as required, focusing on customer retention and customer service.
• Screening inquiring consumers for arenaflex qualifications, prior to directing them to Sales leadership to ensure a positive and seamless experience for our returning customers.
• Working with IT to identify system improvements and repeatable issues.
• Documenting customer technology issues in the ticketing system (ServiceNow).
• Documenting customer issues in the Customer Care complaint management system (Microsoft Dynamics 365).

Requirements

To succeed in this role, you'll need:

• A tech-savvy, high-energy, roll-with-the-punches attitude
• Demonstrated excellence in internal/external customer service
• Ability to learn quickly and retain information
• Excellent communication and problem-solving skills
• Strong analytical and critical thinking skills
• Ability to work in a fast-paced environment and prioritize tasks effectively

Why work for arenaflex?

* Aggressive compensation package based on experience and skill set

• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive
• Work with other passionate, purposeful, and customer-centric people
• Extensive internal growth and professional development opportunities, including tuition reimbursement
• Comprehensive benefits package, including Medical/Dental/Vision
• Wellness program to support both mental and physical health
• Generous paid time off for both exempt and non-exempt positions

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers.

We offer

• Extensive training and development programs to help you build your skills and knowledge
• Opportunities for advancement and career growth within the company
• Tuition reimbursement to support your education and career goals
• Mentorship programs to help you navigate your career and achieve your goals

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that's passionate about customer service and innovation. We're committed to creating a culture that's inclusive, diverse, and collaborative, where everyone has the opportunity to thrive. Our team is made up of passionate, purposeful, and customer-centric individuals who are dedicated to making a difference in the lives of our customers.

Compensation and Benefits

The base pay for this role is between $19.00 and $22.00/hr, depending on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location. We also offer a comprehensive benefits package, including Medical/Dental/Vision, wellness program, and generous paid time off for both exempt and non-exempt positions.

How to Apply

If you're a customer-centric individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking on the link below. Apply Job! Apply to this Job

Equal Opportunity Employer

arenaflex is an equal opportunity employer and values diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Apply for this job