Experienced Customer Solutions Manager – Financial Services Operations and Customer Experience

At arenaflex, we're on a mission to broaden the reach of community banks and extend credit access to everyday Americans. As a leading financial technology platform, we power banks to bring credit access to millions of consumers who are locked out of mainstream financial options. We're creating a customer-obsessed culture, with the capital "C," and we're looking for a talented Customer Solutions Manager to join our team.

About arenaflex

arenaflex is a tech-enabled, mission-driven specialty finance platform that's changing the way people access credit. We're a team of caring, innovative, and inclusive individuals who thrive in diverse talents, expertise, perspectives, and backgrounds. Our employees approach every new challenge with an unparalleled ability to see what could be rather than settle for what is. We welcome individuals who want to make a difference in the financial system through creating and building simple, transparent products that facilitate credit access, enable savings, and build wealth.

A Few Fun Facts About arenaflex

* We're an Inc. 5000 company for six straight years

• We're a Deloitte's Technology Fast 500 company
• We're the seventh fastest-growing Chicagoland company by Crain's Chicago Business
• We were named on Built In's 2022 Best Places to Work in Chicago

What You'll Get to Do

As a Customer Solutions Manager at arenaflex, you'll play a critical role in guiding business insights, key metrics, and determining the overall performance goals for Servicing Operations. You'll partner across the entire organization with internal stakeholders, including Product, Customer Advocate, Operational Risk, Compliance, Tech, Finance, and other business operations teams. You'll promote good relationships across teams, have exceptional communication skills, and the ability to lead and influence in a fast-paced, highly collaborative environment.

Key Responsibilities

* Support and coach the department to follow all expectations to ensure adherence to quality standards, deadlines, and proper procedures while mentoring and empowering the team for results and accountability

• Drive successful communication, teamwork, collaboration, and commitment across multiple groups within the company
• Support capacity planning for the Transaction Processing Team to ensure that the proper resources are available to support and accomplish key departmental goals
• Work with leadership to align the Customer Solutions departmental goals with overall company performance goals and pillars
• Maintain Customer Department Policies and Procedures, continually working to refine and make proactive enhancements that build efficiencies and improve processes
• Proactively identify, recommend, and implement process improvement opportunities to ensure superior customer service and issue resolution
• Manage escalated servicing issues, develop corrective action plans, and document and report ongoing product/process challenges
• Participate in the review and selection of potential new vendors and the prioritization of new technologies to support Customer Service, operational efficiency, and account accuracy
• Manage external vendors that support Servicing Operations needs
• Proactively make suggestions and design and implement infrastructure to uphold and promote best-in-class Customer Service
• Develop and track defined department KPIs and service level metrics
• Oversee day-to-day functions of assigned departments ensuring quality outputs that meet or exceed targeted key performance metrics
• Contribute to company performance goals by planning and driving initiatives in alignment with those objectives

What You'll Bring to the Team

* Experience managing a team of individual contributors at varying levels

• Experience working in the financial services industry with knowledge of Treasury and Accounting
• Experience working in operations with ACH, Check, Refunds, and Returns Processing, Loan Rescissions, Chargebacks, Settlements
• Exceptional problem/issue resolution skills
• Excellent verbal and written communication skills
• Excellent attention to details
• Strong analytical, prioritization, organizational, multi-tasking, and time management skills
• Team player with the ability to work productively within a group and maintain a high degree of independence

Desirable Skills

* Excellent written and verbal communication

• Goal Setting and Planning
• Advanced Excel/Google knowledge (Macro/VBA creation)
• Proficient in SQL (Snowflake knowledge is a plus)

Reports to:

Senior Manager, Customer Solutions

Job Level:

Manager

Total Compensation Package

The minimum salary for this role is $85,600. The total compensation package includes eligibility for performance-based bonuses as well as a 1-time equity grant based on level. The actual offer, reflecting the total compensation package and benefits, will be at the company's sole discretion, and determined by a myriad of factors including, but not limited to, years of experience, depth of experience, and other relevant business considerations.

Total Rewards and Benefits

arenaflex offers a flexible remote environment, 401(k) matching program, and flexible paid vacation. Other benefits include medical benefits, dental and vision coverage, and tuition reimbursement. To support your wellness & growth, we provide monthly meditation and yoga classes and access to all LinkedIn Learning courses. We also offer Fringe, which is a lifestyle benefits platform that lets you decide how you want to spend your rewards from dozens of vendors like Uber, Doordash, and Urban Sitter. Dress code is casual.

EEOC Statement

arenaflex is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, or federal law or regulations. Our goal as a company is to build an equitable workplace that actively works to dismantle systems of oppression in our processes, procedures, and interactions. We aim to help our employees thrive where they work and beyond. Check out our Culture page here.

OppFi California Employee Privacy Policy

Pursuant to the requirements of the California Consumer Privacy Act, arenaflex is providing the "arenaflex California Employee Privacy Policy", which details the categories of personal information collected and your rights under the policy. If you are a California resident, please review the policy here: https://www.arenaflex.com/careers/

How to Apply

If you're passionate about creating a customer-obsessed culture and making a difference in the financial system, we want to hear from you! Apply now to join our team as a Customer Solutions Manager at arenaflex. Apply Job! Apply for this job