Welcome to arenaflex
arenaflex is a nationally recognized nonprofit organization with over 40 years of experience in student loan servicing and higher education financing. Since our establishment, we have been dedicated to providing world-class customer service to our borrowers, understanding the unique challenges that come with financing higher education. We are now expanding our team and seeking individuals with excellent communication skills and a passion for helping others. If you are a motivated and customer-focused individual who is fluent in English and Spanish, we encourage you to apply for this exciting opportunity.
About the Role
As a Bilingual Customer Service Representative at arenaflex, you will play a critical role in assisting our customers as they navigate successful management and repayment of their loans. You will be the voice of arenaflex, speaking with our customers on inbound and outbound calls, email, chat, SMS, and/or back-office processing. We are seeking a friendly and professional individual to guide our customers through their options to achieve account resolution while providing them with support that is easy and reliable.
Key Responsibilities
- Provide exceptional customer service to our borrowers, responding to their inquiries and concerns in a professional and courteous manner
- Consistently demonstrate characteristics of respect and professionalism, including conduct, image, and attitude, accountability, and in all communications
- Handle all inquiries, following procedures and policy while meeting or exceeding quality and productivity expectations
- Apply swift system navigation, maintain call control, access tools, and successfully complete training certification and ongoing training
- Draft in-depth, grammatically correct, well-written, and organized responses to borrower inquiries and statements via all prescribed written communication channels
- Effectively research, navigate, and analyze account information, leveraging multiple systems, tools, and solutions
- Complete requests based upon established policies and procedures in accordance with established approved contractual guidelines
- Meet Quality Assurance standards as applicable for each type of inquiry completed
- Reliability is critical, must meet the expectations set forth in the Contact Center Attendance Expectations
- Perform other duties as assigned
What We Offer
At arenaflex, we value our employees and offer a comprehensive benefits package, including:
- Competitive salary: $18 per hour during the training period, with an increase to $19 per hour upon successful completion of training
- Comprehensive benefits package, including medical, dental, and vision coverage, with elected benefits starting on the 1st of the month following enrollment
- Generous paid time off, including vacation and paid-time-off policies
- Life insurance and short-term disability coverage
- 401(k) plan with a dollar-for-dollar match up to 8% of your salary after 6 months of service
- Tuition reimbursement program available after 3 months of employment
- Dependent child college tuition reimbursement
- Public Service Loan Forgiveness (PSLF) eligibility
- Paid holidays and personal days
- Employee assistance program
- Local employee discounts and pet insurance
Essential Qualifications
- High school diploma or equivalent
- Must be fluent in English and Spanish
- Availability: Contact Center Hours + Position may require significant overtime (over 40 hours of work completed per week), and/or nights and weekends, and/or flexible schedule
- Meet all office and technology requirements, including location requirement (must live within 1 hour of one of our three physical locations: St. Louis, MO, Columbia, MO, or Harrisburg, PA)
- Must not be in default on any federal loans that are guaranteed by the federal government (typically 270 days past due)
- Must be able to obtain a Federal 5C Security Clearance before start
- Strong verbal and written communication skills
- Excellent customer service soft skills and ability to translate complicated information to customers
- Effective and efficient time management, keyboarding, data entry, system navigation, and multi-tasking skills
- Strong attention to detail with the ability to access and understand complex information quickly
- Highly productive and self-motivated
Preferred Qualifications
- Bachelor's degree
- Contact center or customer service experience
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. As a Bilingual Customer Service Representative, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. You will receive comprehensive training and ongoing support to ensure your success in the role. Additionally, you will have the opportunity to participate in shift bid for hours that fall within current hours of operation, providing you with flexibility and work-life balance.
Work Environment and Company Culture
arenaflex is a nonprofit organization that values its employees and is committed to providing a positive and supportive work environment. We believe in fostering a culture of respect, professionalism, and teamwork, and we are dedicated to making a positive impact in the lives of our borrowers. As a Bilingual Customer Service Representative, you will be part of a dynamic team that is passionate about providing exceptional customer service and making a difference in the lives of others.
Compensation, Perks, and Benefits
In addition to a competitive salary and comprehensive benefits package, arenaflex offers a range of perks and benefits to its employees, including local employee discounts, pet insurance, and tuition reimbursement. We also offer a 401(k) plan with a dollar-for-dollar match up to 8% of your salary after 6 months of service, providing you with a secure and stable financial future.
Conclusion
If you are a motivated and customer-focused individual who is fluent in English and Spanish, we encourage you to apply for this exciting opportunity to join the arenaflex team as a Bilingual Customer Service Representative. With a competitive salary, comprehensive benefits package, and opportunities for career growth and development, this is an ideal role for someone who is passionate about providing exceptional customer service and making a positive impact in the lives of others. Apply today and take the first step towards a rewarding and challenging career with arenaflex!
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