At arenaflex, we're dedicated to helping our customers achieve their financial goals and secure their futures. As a leading provider of innovative annuity products, we're committed to delivering exceptional customer service and support. We're seeking an experienced Customer Service Analyst to join our team of professionals who share our passion for helping others. **The Opportunity** As a Customer Service Analyst at arenaflex, you'll play a critical role in providing superior customer service through answering incoming calls and chat messages from both clients and agents. You'll be part of a dynamic team that emphasizes treating clients like family and helping them navigate their financial futures. Our training program will equip you with the skills and knowledge you need to succeed in this role, and our subject matter experts will be available to support you every step of the way. **Job Responsibilities** * Develops skills to properly analyze incoming requests via phone, paper, and electronic communications to ensure customer satisfaction and retention. * Actively seeks information to understand and analyze customer's circumstances, problems, expectations, and needs to resolve difficult inquiries/issues. * Clearly communicates complex information and solutions to customers in a helpful manner. * De-escalates situations involving dissatisfied customers utilizing patience, assistance, and support methods. * Maintains a professional and empathetic demeanor in all interactions. * Accurately updates, monitors, and notates customer account details of client/agent interactions in multiple databases and CRM systems. * Builds product knowledge of core annuity business to discuss products and/or product features, IRS tax qualifications, and requirements. * Acts as a liaison for customers as needed between departments or other aspects of the organization. * Understands and explains complex topics such as interest, fee, and death benefit calculation and the ability to communicate potential benefits/consequences of customer requests. * Examines intricate contractual language, features, and terms and interprets in an effective and efficient manner. * Builds understanding of components of frequently encountered entities, such as Power of Attorney, Trusts, Estates, Custodians, as well as IRS tax forms. * Complies with company and regulatory guidelines for performance. * Prioritizes and multi-tasks daily functions to positively influence productivity and quality in a fast-paced, high-volume environment. * Processes financial and non-financial transactions in accordance with established procedures. * Works to consistently meet specified requirements for performance and quality. * Assists in researching complex issues or complaints which could require interdepartmental cooperation. * Identifies and recommends opportunities for process improvements and organizational initiatives. * Performs other duties as assigned. **Minimum Qualifications** * At least a high school diploma or equivalent * At least 2 years of related customer service experience * Exceptional verbal communication skills * Strong attention to detail and ability to multi-task efficiently * Able to work schedule of 10:00 AM - 7:00 PM EST Mondays - Thursdays, and 8:00 AM - 5:00 PM EST Fridays **Ideal Qualifications** * Prior call center experience is a plus, but not required * Strong computer skills **What to Expect** * Focused one-on-one meetings with your manager * Ongoing opportunities for development and learning * Working in a fast-paced environment in our downtown Cincinnati, OH office * A place to grow your career in a culture that inspires, rewards, and develops employees * Small company feel with a focus on meeting customer's needs today and also well into the future **Why Join Us** At arenaflex, our collaborative culture is key to our success. It's the reason we're a leading provider of annuities today, and it's the reason we'll continue rising to the top tomorrow. A career at arenaflex means you'll contribute to our mission of taking financial futures above and beyond – and you'll be inspired to reach your own goals, too. As a wholly owned subsidiary of arenaflex, we continue to be an employer of choice in the Cincinnati, Ohio community. **Compensation and Benefits** * Competitive salary range: $33,000 - $55,000 based on experience * Bonus arenaflex or Variable Incentive Compensation component for sales-focused roles * Extensive benefits offerings, including: + Medical, dental, and vision insurance + 401(k) plan with company match + Paid time off and holidays + Professional development opportunities + Recognition and rewards programs **Equal Employment Opportunity** arenaflex is an Equal Employment Opportunity employer. We welcome all persons to apply, regardless of their background, experience, or qualifications. We are committed to creating a diverse and inclusive work environment that values and respects the contributions of all employees. **How to Apply** If you're passionate about delivering exceptional customer service and supporting our customers in achieving their financial goals, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply for this job