Retirement Plan Customer Service Representative | IRA, Direct Rollover & Retirement Account Support Specialist (Remote Available)

Join arenaflex: Simplifying the Health and Wealth Journey

Are you ready to take the next step in your career and make a meaningful impact on individuals' financial futures? At arenaflex, we believe that everyone deserves the opportunity to thrive financially, today, tomorrow, and into retirement. We are seeking a dedicated and enthusiastic Retirement Services Customer Support Specialist to join our growing team and help guide businesses and individuals through their retirement planning journey.

At arenaflex, we are more than just a financial services company—we are a community of forward-thinking professionals who are passionate about delivering exceptional results while maintaining an unwavering commitment to integrity. Our mission is to strengthen and simplify the health and wealth journey for every client we serve, relentlessly pursuing better outcomes for all. We pride ourselves on being people-centric and client-obsessed in every interaction, ensuring that each customer receives the guidance and support they need to secure their financial future.

As part of the arenaflex team, you will play a crucial role in supporting our mission by providing outstanding customer service to plan sponsors, record-keepers, third-party administrators, and individual account holders. This position offers an exciting opportunity to grow your career in the financial services industry while working with a team that values diversity, collaboration, and professional development. Whether you are just starting your career or looking to take the next step, arenaflex provides the resources, training, and support you need to succeed.

Why arenaflex?

arenaflex is a leading provider of health, wealth, retirement, and benefits solutions, serving more than 7 million clients with over $62 billion in assets under administration. We work with thousands of employers, plan sponsors, recordkeepers, third-party administrators, and other institutional partners to help the people they care about plan, save, and invest for a brighter future. Our comprehensive suite of services includes automatic rollover services, health savings accounts, emergency savings funds, custody services, and more.

We have been recognized for our remarkable growth and outstanding workplace culture. arenaflex has been featured on prestigious lists such as Crain's Fast 50 and Inc. 5000, acknowledging our rapid expansion and entrepreneurial spirit. Additionally, we have received awards for our exceptional workplace environment and benefits, including Built In's 2023 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards. These recognitions reflect our commitment to creating a supportive, inclusive, and rewarding work environment where every team member can thrive.

At arenaflex, we believe that diversity strengthens our team and enhances our ability to serve the diverse needs of our clients. We encourage applications from candidates of all backgrounds and experiences, knowing that our differences make us stronger. If you are passionate about helping others, enjoy a collaborative environment, and want to grow professionally in the financial services industry, arenaflex is the place for you!

Position Overview: Retirement Services Customer Support Specialist

The Retirement Services Customer Support Specialist is a vital role within arenaflex, serving as the primary point of contact for customers seeking assistance with their retirement accounts. This position is challenging, fast-paced, and incredibly rewarding, as you will have the opportunity to make a direct impact on individuals' financial well-being. You will handle a variety of customer inquiries via phone, email, voicemail, and chat, providing high-quality, accurate, and empathetic responses that educate and empower customers to make informed decisions about their retirement savings.

You will be responsible for supporting customers across multiple account types, including Automatic Rollover accounts, Direct Rollover accounts, Non-Retirement accounts, and Individual Retirement Accounts (IRAs). Additionally, you will work closely with Plan Sponsors, Record-Keepers, Third-Party Administrators, and various internal departments to ensure seamless service delivery and issue resolution. This role requires strong communication skills, a keen attention to detail, and the ability to navigate complex financial information with ease.

Key Responsibilities

As a Retirement Services Customer Support Specialist at arenaflex, your daily responsibilities will include:

• Customer Communication: Handle all incoming and outgoing customer phone calls with professionalism, empathy, and efficiency. Respond promptly to email, voicemail, and chat inquiries from customers, ensuring all messages are addressed within established service level agreements.
• Account Assistance: Provide high-quality, customer-focused answers by educating customers about account opening processes, distribution procedures, investment processes, IRAs, and relevant IRS codes. Ensure customers have a clear understanding of their options and the implications of their decisions.
• Technical Support: Handle troubleshooting inquiries for web and online platforms, including assisting customers with navigating available online tools—from checking account balances to submitting claims. Consult with customers to support easy navigation of self-service features.
• Issue Resolution: Accountable for resolving issues without management intervention, demonstrating problem-solving skills to remove barriers for customers and ensure satisfactory outcomes. Escalate complex issues when necessary while maintaining ownership of the customer experience.
• Data Security: Accountable for protecting sensitive customer information with discretion and strict adherence to privacy protocols. Maintain confidentiality and comply with all regulatory requirements regarding data protection.
• Performance Management: Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals and deadlines. Maintain accurate records of customer interactions and transactions.
• Professional Standards: Maintain a professional approach to client service, consistent with arenaflex protocol and service levels. Represent arenaflex positively in every customer interaction.
• Continuous Improvement: Participate in ongoing training and professional development to stay current on industry regulations, company policies, and best practices. Provide feedback to improve processes and enhance the customer experience.

Work Schedule

We offer flexible scheduling to accommodate different time zones and personal needs. The training schedule and regular schedule for this position are as follows:

• Training Schedule: Monday to Friday from 8:00 a.m. CT to 4:30 p.m. CT (6:00 a.m. to 2:30 p.m. PT / 7:00 a.m. to 3:30 p.m. MT / 9:00 a.m. to 5:30 p.m. ET)
• Regular Schedule: Monday to Friday from 10:30 a.m. CT to 7:00 p.m. CT (8:30 a.m. to 5:00 p.m. PT / 9:30 a.m. to 6:00 p.m. MT / 11:30 a.m. to 8:00 p.m. ET)

This position is eligible for remote work and can be performed from any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA, and WV. Remote status and role locations are subject to change. Relocation assistance is not provided for this position.

Qualifications: What We're Looking For

Essential Qualifications

• High school diploma, GED, or college degree
• 1-3 years of customer service experience
• Strong computer knowledge and skills, with the ability to learn new systems quickly
• Ability to learn, memorize, and retain information accurately
• Adaptability to a fast-paced, dynamic environment
• Proficiency in Microsoft Excel, Word, and Outlook
• Strong aptitude for prioritization and multi-tasking
• Excellent problem-solving and analytical skills
• Exceptional attention to detail and accuracy
• Professional demeanor and excellent verbal and written communication skills

Preferred Qualifications

• Bilingual language skills (Spanish/English preferred)
• Prior call center experience
• Knowledge of investment vehicles, savings, and retirement tools
• Familiarity with Salesforce CRM and Trust Accounting Systems
• Understanding of IRA regulations and retirement account processes

Skills and Competencies for Success

To excel in this role, you should possess the following skills and competencies:

• Communication Skills: Ability to communicate clearly, concisely, and professionally with customers from diverse backgrounds. Strong active listening skills to understand customer needs and concerns fully.
• Empathy and Customer Focus: Genuine desire to help customers and provide exceptional service. Ability to remain calm and patient when dealing with frustrated or upset customers.
• Technical Aptitude: Comfortable learning and navigating multiple software platforms and tools. Basic understanding of web-based applications and online account management.
• Financial Acumen: Willingness to learn about retirement accounts, investment products, and financial regulations. Interest in expanding knowledge of the financial services industry.
• Time Management: Ability to manage multiple tasks and priorities effectively while meeting deadlines. Strong organizational skills to maintain productivity in a fast-paced environment.
• Teamwork: Collaborative mindset and ability to work effectively with internal departments and external partners. Willingness to support teammates and contribute to a positive team environment.
• Integrity: Commitment to ethical standards and protecting customer information. Demonstrated trustworthiness and reliability.

Career Growth and Development Opportunities

At arenaflex, we are committed to investing in our employees' professional growth and development. As a Retirement Services Customer Support Specialist, you will have access to comprehensive training programs designed to help you succeed in your role and advance your career. Our robust learning and development initiatives include:

• Comprehensive Onboarding: Structured training program to familiarize you with arenaflex's products, services, processes, and systems. Mentorship from experienced team members to support your transition.
• Ongoing Training: Regular opportunities to enhance your knowledge of retirement accounts, IRA regulations, and industry best practices through workshops, webinars, and certification programs.
• Career Advancement: Clear pathways for career progression within arenaflex, including opportunities to move into specialized roles, supervisory positions, or cross-functional opportunities across our business lines.
• Professional Development: Support for continued education and professional certifications that align with your career goals and the needs of the organization.

We believe that when our employees grow, arenaflex grows. We are dedicated to helping you reach your full potential and achieve your career aspirations.

Work Environment and Culture

arenaflex fosters a collaborative, inclusive, and supportive work environment where every team member feels valued and empowered to contribute. Our culture is built on core values that guide how we work together and serve our customers:

• People First: We prioritize the well-being, growth, and success of our employees and customers.
• Client Obsession: We are dedicated to exceeding customer expectations and delivering exceptional service in every interaction.
• Integrity: We conduct business with honesty, transparency, and ethical standards.
• Collaboration: We work together as one team, supporting each other to achieve common goals.
• Innovation: We embrace change and continuously seek better ways to serve our customers and improve our processes.

Our remote and hybrid work arrangements provide flexibility while maintaining strong team connections. We leverage technology to collaborate effectively and ensure that distance does not hinder productivity or camaraderie. Regular team meetings, virtual events, and open communication channels keep everyone connected and informed.

Compensation and Benefits

arenaflex is committed to providing competitive compensation and comprehensive benefits to support your overall well-being. While specific details may vary, we offer a range of benefits designed to meet the diverse needs of our employees:

• Competitive Salary: Market-competitive pay commensurate with experience and qualifications.
• Health and Wellness: Comprehensive health insurance plans, including medical, dental, and vision coverage. Wellness programs and resources to support your physical and mental health.
• Retirement Savings: 401(k) plan with company match to help you save for retirement.
• Paid Time Off: Generous paid time off policies to promote work-life balance.
• Professional Development: Access to training programs, tuition assistance, and professional development opportunities.
• Employee Assistance Program: Confidential support services for personal and professional challenges.
• Recognition and Rewards: Programs to recognize outstanding performance and celebrate achievements.

Join the arenaflex Team Today!

Are you ready to soar with arenaflex? We are excited about the possibility of welcoming you to our team. If you are passionate about helping others, thrive in a fast-paced environment, and want to build a rewarding career in the financial services industry, we encourage you to apply!

Don't worry if you don't meet every single requirement listed. At arenaflex, we believe there is no "perfect" candidate, and we want to encourage you to apply even if not all the requirements are met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals who share our commitment to excellence and customer service.

If you enjoy a collaborative, fun environment that champions career development, arenaflex is the place for you! We look forward to receiving your application and learning more about how you can contribute to our mission of simplifying the health and wealth journey for everyone we serve.

Take the next step in your journey—apply today and become part of the arenaflex family!