Senior Banking Customer Service Specialist – Multi‑Location Client Escalation & Intake Role

About arenaflex

arenaflex is a global leader in staffing, technology, and workforce solutions, serving a diverse portfolio of clients across finance, government, and enterprise sectors. With a heritage built on the merger of two industry‑renowned firms, arenaflex now operates in more than 70 locations worldwide and employs over 12,000 professionals. Our mission is to connect top talent with forward‑thinking organizations, delivering innovative outcomes that drive growth for both our clients and our people. As a forward‑looking employer, arenaflex champions diversity, inclusion, and continuous learning, fostering an environment where every employee can thrive and make a meaningful impact.

Position Overview

We are seeking an experienced, customer‑focused professional to join our Banking Senior Customer Service team. This 12‑month contract role is designed for individuals who excel at handling complex escalations, managing intake processes, and delivering exceptional service to high‑value banking clients. The role offers a hybrid work schedule—five days on‑site followed by five days remote—after a comprehensive 30‑day onsite training period. Successful candidates will work across multiple locations, including Shoreview, MN; Chandler, AZ; Des Moines, IA; Salt Lake City, UT; San Antonio, TX; and Charlotte, NC.

Key Responsibilities

• Escalation Management: Proactively identify opportunities to improve existing processes, ensuring escalated issues are resolved efficiently and to the client’s satisfaction.
• Intake Coordination: Serve as the primary intake point for 5‑10 daily cases, capturing detailed information, categorizing complaints, and routing them to the appropriate research or resolution teams.
• Complex Transaction Support: Perform moderately complex transactional and customer support tasks, adhering to banking regulations and internal policies.
• Client Interaction: Communicate professionally with client personnel, providing clear updates and managing expectations throughout the escalation lifecycle.
• Risk Assessment: Recognize high‑risk language (e.g., theft, discrimination) and ensure such cases are escalated to specialized teams for thorough investigation.
• Documentation & Reporting: Maintain accurate case records, generate status reports, and contribute to trend analysis that informs process enhancements.
• Collaboration: Work closely with supervisors, compliance officers, and cross‑functional partners to resolve non‑routine inquiries and support continuous improvement initiatives.

Essential Qualifications

• Minimum of 3‑5 years of experience in banking customer service, preferably within a high‑volume, high‑risk environment.
• Demonstrated ability to handle escalated complaints, including those involving sensitive topics such as fraud, theft, or discrimination.
• Strong understanding of banking regulations, privacy standards, and compliance requirements.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and empathetically.
• Proficiency in case‑management tools, CRM platforms, and Microsoft Office Suite (Word, Excel, Outlook).
• Ability to work independently while maintaining strong collaboration with remote and on‑site teams.
• Flexibility to travel to any of the listed locations for onsite training and periodic team meetings.

Preferred Qualifications

• Bachelor’s degree in Business, Finance, Communications, or a related field.
• Certification in Customer Service Excellence (e.g., HDI, ITIL) or banking compliance (e.g., CAMS).
• Experience with multi‑site or distributed work environments and hybrid scheduling models.
• Familiarity with data analytics tools to support trend identification and process improvement.
• Multilingual abilities, especially Spanish, to serve a diverse client base.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect complex issues, identify root causes, and recommend actionable solutions.
• Customer‑Centric Mindset: Commitment to delivering a superior client experience, even under pressure.
• Attention to Detail: Precise documentation and adherence to regulatory standards.
• Problem‑Solving: Creative approach to resolving non‑routine challenges while maintaining compliance.
• Team Collaboration: Strong interpersonal skills to partner effectively with internal stakeholders and external clients.
• Adaptability: Comfort with shifting priorities, evolving processes, and a hybrid work environment.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its talent. As a Senior Customer Service Specialist, you will have access to:

• Structured onboarding and a 30‑day intensive training program that equips you with industry‑specific knowledge and arenaflex best practices.
• Continuous learning pathways, including webinars, certifications, and mentorship programs focused on banking compliance, advanced customer experience, and leadership development.
• Opportunities to transition into permanent roles, senior analyst positions, or specialized compliance and risk management tracks based on performance and business needs.
• Cross‑functional exposure to IT, talent development, and government solutions teams, broadening your skill set and network within arenaflex.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, respect, and a shared commitment to excellence. At arenaflex, you will experience:

• A supportive hybrid work model that balances on‑site collaboration with remote flexibility, promoting work‑life harmony.
• Diverse, inclusive teams where every voice is valued, and ideas are encouraged.
• Regular town‑hall meetings, employee resource groups, and community outreach initiatives that foster a sense of belonging.
• Recognition programs that celebrate individual achievements, team milestones, and innovative contributions.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly rate of $24–$26 per hour for this contract role, with the potential for extension based on performance and business demand. Additional benefits include:

• Comprehensive health, dental, and vision coverage for eligible employees.
• Retirement savings options with employer matching contributions.
• Paid time off, holidays, and flexible scheduling to support personal commitments.
• Employee assistance programs, wellness initiatives, and access to mental‑health resources.
• Technology stipend for remote work setup, ensuring a productive home office environment.
• Opportunities for performance‑based bonuses and contract renewal incentives.

How to Apply

If you are a proactive, detail‑oriented professional with a passion for delivering top‑tier banking customer service, we want to hear from you. Join arenaflex and become part of a dynamic team that values your expertise and offers a pathway to long‑term career success.

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Equal Opportunity Employer

arenaflex is committed to creating a diverse environment and is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.