Are you a customer-focused individual with a passion for delivering exceptional service? Do you have a strong understanding of 401(k) regulations and compliance? If so, we invite you to join arenaflex's dynamic team as a Bilingual Customer Service Representative – 401(k) Specialist. In this role, you will have the opportunity to create a best-in-class experience for our clients, providing accurate, timely, and customer-focused service while ensuring department performance metrics are met.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for individuals and businesses. Our mission is to empower people to achieve their financial goals through our expertise in 401(k) administration and compliance. We are committed to delivering exceptional service, fostering a culture of inclusion, and promoting a work-life balance for our employees.
**Job Summary**
As a Bilingual Customer Service Representative – 401(k) Specialist, you will be responsible for answering inbound phone calls regarding the administration of 401(k) plans. You will educate callers on 401(k) regulations, compliance questions, and plan administration. Your primary goal will be to provide accurate, timely, and customer-focused service while ensuring department performance metrics such as quality, handle time, VOC, and adherence are met.
**Key Responsibilities**
* Answer 20-40+ inbound phone calls regarding the administration of 401(k) plans
* Educate callers on 401(k) regulations, compliance questions, and plan administration
* Provide accurate, timely, and customer-focused service while ensuring department performance metrics are met
* Navigate the Slavic401(k) websites, register online, and reset passwords
* Successfully apply knowledge obtained during classroom and on-the-job training to independently solve customer requests
* Utilize multiple CRM applications such as Salesforce, Relius, and other arenaflex systems to assist with addressing customer questions and resolving requests
**Qualifications**
* 1+ years of customer service experience preferred
* 1+ years of remote call center experience highly preferred
* Retirement plan experience a plus
* Fluent in reading, writing, and speaking in both Spanish and English languages
* High school diploma or GED required
* Ability to adapt to change and open to new ideas
* Excellent verbal and written communication and interpersonal skills
* Demonstrates a customer-first approach to service while maintaining regulatory and organizational compliance
* Demonstrates a forward-thinking mentality of process improvement
* Ability to meet performance metrics that have been determined by the business
* Ability to comprehend and utilize contact center software applications. Proficiency with Microsoft Office applications and general website navigation
**Work Environment**
* Extended sitting and computer work
* For all virtual remote positions, in order to ensure associates can effectively perform their job duties with no distractions, we require an uninterrupted virtual workspace. Additionally, there is an internet work speed requirement of 100 MBPS or better. If you are unsure of your internet speed, please check with your service provider.
**What's in it for you?**
* Competitive hourly rate of $21.00 upon passing our language assessment within 90 days
* Flexible work environment
* Participation in Personal Annual Performance Bonus incentive program
* Medical, Dental, Vision, and Life Insurance
* 75% employer coverage of Medical Premiums
* Retirement Savings – 401(k) plan with generous company match, vested after 2 years
* Tuition Reimbursement up to $5,250/year
* Generous Paid Time Off upon hire – plus quarterly Work/Life Balance days and paid holidays
* Paid Parental Leave
* Voluntary Pet Insurance, LifeLock, and More!
* 24/7 no-cost Employee Assistance Program (EAP)
**Why join arenaflex?**
* arenaflex is an equal opportunity employer with a commitment of inclusion for all qualified candidates
* We strictly prohibit unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law
* We serve the individual saver and investor, knowing that their savings represents not only money, but the time it took to earn that money, which is forever gone
* We will prudently, cost-effectively, and efficiently safeguard and invest that money for a better future for all we serve
* We are guided by core principles of honesty, accountability, and transparency
* We will treat every customer and colleague with respect and dignity
* We will exhibit humility both as individuals and as a corporate entity
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our mission. You can also follow us on social media to stay up-to-date on our latest news and updates.