Experienced Full Stack Customer Experience Representative – Advanced Services

Join arenaflex, a leading fintech company that's revolutionizing the way people interact with financial markets. At arenaflex, we're committed to making finance accessible to all, and we're looking for talented individuals to help us achieve this mission.

About arenaflex

arenaflex was founded on a simple yet powerful idea: that our financial markets should be accessible to everyone. With customers at the heart of our decisions, we're lowering barriers and providing greater access to financial information. Our products and services are designed to help create a financial system that everyone can participate in.

The Customer Experience Team

Our Customer Experience team is dedicated to providing an outstanding experience for our customers. As an Advanced Services Representative, you'll play a critical role in helping our customers with complex issues, such as options trading and margin-related problems. You'll be empowered to think critically, solve problems efficiently, and provide exceptional service to our customers.

Key Responsibilities

As an Advanced Services Representative, you'll be responsible for:

• Delivering an outstanding customer experience by solving customer issues efficiently and effectively with empathy
• Influencing customer satisfaction and increasing customer loyalty through exceptional conversations via multiple channels
• Communicating with customers using email, chat, and phone channels
• Acting as the voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineering organization
• Creatively discovering ways to improve productivity for the Customer Experience team
• Proactively identifying ways to avoid recurrence of customer contacts by recommending changes to improve processes and knowledge articles for customer education
• Displaying deep subject mastery of complex financial concepts like Equities Trading, Margin, and Options Trading
• Mastering arenaflex's policies and procedures pertaining to complex customer scenarios and translating them into outstanding customer interactions

What You Bring

To be successful in this role, you'll need to bring:

• A Bachelor's Degree from an accredited institution
• FINRA Series 7 and 63 Licenses
• 2+ years of experience in a support/service role for a financial services company
• The 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
• The 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
• The ability to act independently and be self-motivated
• A strong sense of ownership and responsibility
• An instinct to problem-solve
• Strong critical thinking and analytical skills (e.g., pattern recognition)
• The ability to concisely and accurately communicate complex topics
• Passion for efficiently helping our customers

Preferred Qualifications

While not required, we strongly prefer candidates with:

• Mastery of complex financial topics such as Options & Margin
• Active Series 4 or interest in obtaining a Series 4 and Series 3

What We Offer

At arenaflex, we're committed to providing a comprehensive benefits package that includes:

• 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

Compensation

Base pay for this role will depend on a variety of job-related factors, including education, training, experience, location, business needs, or market demands. The expected salary range for this role is:

• 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

Why Join arenaflex?

At arenaflex, we're passionate about creating a financial system that's accessible to everyone. We're looking for talented individuals who share our vision and are committed to making a difference. If you're ready to give 100% in helping us achieve our mission, we'd love to have you apply.

How to Apply

If you're interested in joining our team, please click the link below to apply: Apply for this job

Equal Opportunity Employer

arenaflex is an equal opportunity employer and welcomes applications from diverse backgrounds and experiences. We're committed to building a company that represents a variety of perspectives and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone. Apply for this job