Member Solutions Advocate – Hybrid Customer Experience & Account Services Specialist (Call Center)
Join arenaflex as a Member Solutions Advocate – Where Member-Centric Service Meets Career Growth
Are you a natural problem-solver with a passion for helping people navigate their financial lives with confidence and ease? Do you thrive in fast-paced, member-focused environments where every conversation presents a new opportunity to make a meaningful impact? arenaflex is searching for motivated, service-driven professionals to join our dynamic Member Solutions Center team in Rockland, Massachusetts. If you bring a friendly demeanor, sharp attention to detail, and a commitment to delivering exceptional member experiences, this could be the perfect next step in your career journey.
As a Member Solutions Advocate at arenaflex, you will be the first point of contact for our valued members, providing guidance, support, and solutions across a wide spectrum of banking and financial service needs. Whether assisting a member with a loan payment, helping them navigate our digital banking platforms, or opening a new account, you will play a pivotal role in strengthening member relationships and upholding the reputation of arenaflex as a trusted financial partner.
About arenaflex
arenaflex is a forward-thinking, member-focused financial institution committed to empowering individuals and families to achieve their financial goals. With eight conveniently located branch offices and a robust back-office infrastructure encompassing more than eleven specialized departments, arenaflex offers unparalleled opportunities for professional growth and development. Our success is built upon the dedication of our employees and the meaningful relationships they cultivate with our members. We believe that when our team members thrive, our members thrive, and we invest deeply in creating an environment where talent is nurtured, innovation is encouraged, and careers flourish.
At arenaflex, you are never just an employee—you are an essential contributor to a larger mission of financial empowerment and community enrichment. Whether you are just starting your career in financial services or looking to advance your expertise, arenaflex provides the resources, mentorship, and pathways to help you achieve your ambitions.
A Day in the Life of a Member Solutions Advocate
Based out of our Rockland headquarters, our Member Solutions Advocates serve as the voice and front-line support system for our members, handling a diverse array of inquiries and transactions over the telephone. Each day brings variety and energy, with responsibilities that include:
- Assisting members with loan payments, balance inquiries, and account-related questions in a professional and courteous manner
- Opening new accounts and guiding members through the process with clarity and care
- Responding to requests for statements, transaction histories, and account documentation
- Providing knowledgeable support for our website, online banking platform, and bill pay features
- Helping members navigate our mobile application, troubleshoot basic issues, and maximize the use of digital tools
- Identifying opportunities to recommend additional products and services that align with member needs
- Maintaining accurate records of all member interactions and transactions within our core banking system
- Collaborating with branch teams and back-office departments to resolve complex member issues efficiently
- Adapting quickly between tasks and calls in a high-volume, fast-paced contact center environment
The role requires agility, focus, and the ability to pivot smoothly from one transaction to another without sacrificing the quality of service. arenaflex sets you up for success from day one with comprehensive on-the-job training and a structured introductory period that includes regular feedback, coaching, and mentorship to ensure you feel confident and capable in your role.
Essential Qualifications and Skills
To excel as a Member Solutions Advocate at arenaflex, candidates should possess the following:
- Educational Background: A high school diploma or equivalent is required. Additional coursework in business, finance, or communications is a plus.
- Communication Skills: Exceptional verbal communication skills with the ability to convey information clearly, concisely, and professionally to members and colleagues at all levels of the organization.
- Active Listening: A genuine commitment to understanding member needs and providing thoughtful, personalized solutions.
- Technical Proficiency: Working knowledge of Microsoft Word and Excel, with the ability to learn and navigate multiple software platforms quickly.
- Digital Savvy: Comfort navigating mobile applications, websites, and digital banking tools, with a willingness to stay current on evolving technology.
- Attention to Detail: Strong accuracy and meticulous attention to detail, especially when handling financial transactions and sensitive member information.
- Problem-Solving Ability: Resourceful and solution-oriented mindset with the ability to think on your feet and resolve member concerns efficiently.
- Teamwork and Independence: Ability to collaborate effectively with team members while also working independently with minimal supervision.
- Adaptability: Flexibility to manage shifting priorities, varying call volumes, and a dynamic work environment.
Preferred Qualifications
While not required, the following qualifications will distinguish standout candidates:
- Prior experience in customer service, call center, retail banking, or financial services
- Familiarity with credit union products, services, and operations
- Experience with core banking systems or member relationship management (MRM) platforms
- Bilingual or multilingual capabilities to better serve our diverse member base
- Demonstrated success in meeting or exceeding performance metrics in a service-oriented role
Work Schedule and Hybrid Flexibility
arenaflex understands the importance of work-life balance and offers a thoughtfully designed schedule to support it. As a Member Solutions Advocate, you will work a full-time, 40-hour schedule with the following structure:
- Standard business hours Monday through Wednesday
- Extended hours on Thursday and Friday to accommodate member availability
- A short shift every other Saturday, with a corresponding weekday off every other week to help you recharge and attend to personal commitments
Following a successful introductory period and completion of training, the Member Solutions Advocate position offers hybrid work flexibility, allowing you to split your time between our Rockland headquarters and the convenience of working from home. This hybrid model is designed to give you the best of both worlds—in-person collaboration when it matters most and the autonomy of remote work when it enhances your productivity.
Compensation and Comprehensive Benefits
arenaflex is proud to offer a robust benefits package designed to support your health, financial well-being, and professional growth. Our benefits include:
- Health Insurance: Comprehensive Blue Cross Blue Shield medical coverage for you and your family
- Dental Insurance: Quality dental care to keep you smiling
- Retirement Planning: 401(k) plan with company match and profit-sharing potential to help you build a secure financial future
- Flexible Spending Accounts: Health and dependent care savings plans to maximize your take-home pay
- Life and Disability Insurance: Life insurance, accidental death and dismemberment (AD&D) coverage, and long-term disability (LTD) insurance for peace of mind
- Tuition Reimbursement: A generous and flexible program to support your continued education and career advancement
- Paid Time Off: Generous PTO allowance to help you relax, recharge, and spend quality time with family and friends
- Career Development: Access to internal training programs, mentorship opportunities, and pathways for advancement across our eight branches and eleven back-office departments
Why Choose arenaflex?
Working at arenaflex means joining a community that values service, integrity, and personal growth. Here is what sets us apart:
- Mission-Driven Culture: Be part of an organization where your work directly impacts the financial well-being of individuals and families in our community
- Career Mobility: With multiple branches and departments, the opportunity to explore different roles and grow your career internally is real and attainable
- Supportive Leadership: Our leaders are committed to coaching, development, and creating an inclusive environment where every voice matters
- Modern Tools and Technology: Work with up-to-date systems and platforms that make your job easier and more efficient
- Recognition and Reward: We celebrate the contributions of our team members and recognize outstanding performance
Equal Opportunity Employer
arenaflex is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants receive consideration for employment. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability. We believe that a workforce that reflects the diversity of our members and community strengthens us as an organization and enriches the service we provide.
Ready to Apply?
If you are a service-oriented professional seeking a rewarding career with a company that values your contributions and invests in your growth, we encourage you to apply today. The application process is straightforward:
- Submit your resume and complete a few basic questions through our online application portal
- Our Human Resources team will review your qualifications and reach out to schedule an initial telephone or video interview
- Qualified candidates will be invited to an in-person interview with the hiring manager
- Final steps include reference checks, a credit check, and a background check
Take the next step in your career and become part of the arenaflex team. We look forward to learning more about you, your skills, and how you can help us continue to deliver exceptional member experiences every single day.