Experienced Bilingual Customer Service Representative – 401(k) Specialist (FULLY REMOTE)
Job Summary:
Join arenaflex, a leading provider of innovative retirement solutions, as a Bilingual Customer Service Representative – 401(k) Specialist. As a key member of our Customer Service and inbound Contact Center team, you will have the opportunity to create a best-in-class experience for our clients while navigating the complexities of 401(k) plans. If you're passionate about delivering exceptional customer service, possess excellent communication skills, and are fluent in both Spanish and English, we encourage you to apply for this exciting opportunity.
About arenaflex:
arenaflex is a dynamic and forward-thinking company dedicated to serving the individual saver and investor. Our mission is to prudently, cost-effectively, and efficiently safeguard and invest our clients' money for a better future. Guided by core principles of honesty, accountability, and transparency, we strive to do the right thing and treat every customer and colleague with respect and dignity.
Job Responsibilities:
As a Bilingual Customer Service Representative – 401(k) Specialist, you will be responsible for:
- Answering 20-40+ inbound phone calls regarding administration of 401(k) plans
- Educating callers regarding 401(k) regulations, compliance questions, and administration of plans
- Providing accurate, timely, and customer-focused service while ensuring department performance metrics such as quality, handle time, VOC, and adherence are met
- Navigating the arenaflex websites, registering online, and password resets
- Successfully applying knowledge obtained during classroom and on-the-job training to independently solve customer requests
- Utilizing multiple CRM applications such as Salesforce, Relius, and other arenaflex systems to assist with addressing customer questions and resolving requests
Key Qualifications:
* 1+ years of customer service experience preferred
- 1+ years of remote call center experience highly preferred
- Retirement plan experience a plus
- Fluent with reading, writing, and speaking in both Spanish and English languages
- High school diploma or GED
- 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
- 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:
As a remote employee, you will be required to have an uninterrupted virtual workspace with a reliable internet connection of 100 MBPS or better. You will be expected to meet the following work schedule:
- Mandatory training for the first 2 weeks (9:30a-6p ET, 8:30a-5p CT, 7:30a-4p MT)
- Shadowing and on-the-job training for 2 weeks (9:30a-6p ET, 8:30a-5p CT, 7:30a-4p MT)
- Solo work after 4-6 months of good service (11:30a-8p ET, 10:30a-7p CT, 9:30a-6p MT)
What's in it for you:
* Base pay range of $21.00 hourly 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)
Equal Opportunity Employer:
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.
How to Apply:
If you're passionate about delivering exceptional customer service and possess the required skills and qualifications, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about arenaflex and our mission to serve the individual saver and investor. Apply Job!
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