Experienced Full Stack Customer Experience Representative – Advanced Services for Financial Markets

At arenaflex, we're revolutionizing the way people interact with financial markets. As a leading fintech company, we're committed to making finance accessible to everyone. Our mission is to create a financial system that's inclusive, transparent, and empowering. We're looking for a talented and passionate individual to join our Customer Experience team as an Advanced Services Representative. If you're a growth-minded thinker who's invigorated by our mission, values, and drive to change the world, we'd love to have you apply.

About arenaflex and the Industry

arenaflex is a fintech company that's democratizing finance for all. We believe that everyone deserves access to financial information and opportunities, regardless of their background or financial situation. Our team is committed to creating products and services that help create a financial system everyone can participate in. We're passionate about innovation, customer experience, and making a positive impact on society.

The Role

As an Advanced Services Representative, you'll be the voice of our customers, using exceptional empathy and product expertise to ensure our users feel understood and valued. Your mission will be to solve customer issues efficiently and effectively, empowering them to learn and grow as traders. You'll play a critical role in providing feedback to business partners that help further enhance our product and platform, improving the customer experience.

Key Responsibilities

* Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathy

• Influence customer satisfaction and increase customer loyalty through exceptional conversations via multiple channels
• Communicate with customers using email, chat, and phone channels
• Act as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organization
• Creatively discover ways to improve productivity for the Customer Experience team
• Proactively identify ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles for customer education
• Display deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading
• Master arenaflex's policies and procedures pertaining to complex customer scenarios and translate them into outstanding customer interactions

What You Bring

* Bachelor's Degree from an accredited institution

• FINRA Series 7 and 63 Licenses
• 2+ years experience in a support/service role for a financial services company
• Brings positivity to our ever-changing business with an appetite to consume change as we enhance our business
• Ability to provide exceptional service in multiple channels including phone, chat, and email
• Familiarity with financial services and the stock market
• Experience handling and resolving Options related inquiries
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
• Strong written and verbal communication skills
• Attention to detail and strong analytical skills
• Must be able to act independently and be self-motivated
• The ability to quickly defuse customer anxiety through exceptional customer service skills
• Strong sense of ownership and responsibility
• Instinct to problem-solve
• Strong critical thinking and analytical skills (e.g. pattern recognition)
• The ability to concisely and accurately communicate complex topics
• Passionate about efficiently helping our customers
• Strongly preferred - mastery of complex financial topics such as Options & Margin
• Strongly preferred - active Series 4 or interest in obtaining a Series 4 and Series 3

What We Offer

* Market competitive and pay equity-focused compensation structure

• 100% paid health insurance for employees with 90% coverage for dependents
• Annual lifestyle wallet for personal wellness, learning and development, and more!
• Lifetime maximum benefit for family forming and fertility benefits
• Dedicated mental health support for employees and eligible dependents
• Generous time away including company holidays, paid time off, sick time, parental leave, and more!
• Lively office environment with catered meals, fully stocked kitchens, and geo-specific commuter benefits

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. We offer a range of training programs, mentorship opportunities, and career development resources to help you achieve your goals. Our team is passionate about innovation and continuous learning, and we encourage our employees to take ownership of their learning and development.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced company that's passionate about innovation and customer experience. Our office is a lively and collaborative environment where employees can share ideas, learn from each other, and have fun. We're committed to creating a workplace that's inclusive, diverse, and respectful, where everyone feels valued and empowered to contribute.

Compensation and Perks

Base pay for the successful applicant will depend on a variety of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is based on the location where the work will be performed and is aligned to one of 3 compensation zones.

• Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC): $28.10—$33 USD
• Zone 2 (Denver, CO; Westlake, TX; Chicago, IL): $28.10—$33 USD
• Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL): $27.20—$32 USD

This role is also eligible to participate in a arenaflex bonus plan.

How to Apply

If you're a growth-minded thinker who's invigorated by our mission, values, and drive to change the world, we'd love to have you apply. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or licenses. We can't wait to hear from you!

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive, diverse, and respectful, where everyone feels valued and empowered to contribute. Apply for this job