Member Solutions Advocate – Customer Service Representative (Hybrid Contact Center, Member-Focused Financial Services)
Build a Career Helping People: Join arenaflex as a Member Solutions Advocate
Are you the kind of person who lights up when you can genuinely help someone solve a problem? Do you thrive in a fast-paced, member-focused environment where every conversation is an opportunity to make a real difference? arenaflex is looking for friendly, detail-oriented, and service-driven professionals to join our Member Solutions Center in Rockland, Massachusetts, as a Member Solutions Advocate – Customer Service Representative. If you have a passion for delivering exceptional member experiences and want to grow your career in the financial services industry, this is your moment.
At arenaflex, we believe that strong communities are built on strong relationships — and those relationships start with the people who answer the phone, solve problems, and go the extra mile for every member who reaches out. As a Member Solutions Advocate, you will be the trusted voice members count on, helping them navigate their accounts, transactions, and digital banking tools with confidence and care.
About arenaflex
arenaflex is a forward-thinking, community-rooted financial institution that has proudly served its members for decades. We are deeply committed to the philosophy that our success is built on two pillars: outstanding member service and the dedicated employees who deliver it. With multiple branch locations, a robust back-office infrastructure, and a wide range of member-focused departments, arenaflex offers virtually unlimited potential for career growth and professional development.
Our team members are more than employees — they are advocates, problem-solvers, and ambassadors of the arenaflex brand. We invest in our people through hands-on training, continuous coaching, tuition reimbursement, and a culture that values work-life balance. When you join arenaflex, you join an organization that is committed to helping you thrive personally, professionally, and financially.
A Day in the Life of a Member Solutions Advocate
As a Member Solutions Advocate at arenaflex, you will be based at our Rockland, Massachusetts headquarters and serve as the first point of contact for our members via telephone. No two calls will be exactly alike, and that is what makes this role so dynamic. On any given day, you might:
- Process loan payments accurately and efficiently over the phone
- Provide up-to-date account balance information to members
- Open new member accounts and guide applicants through the onboarding process
- Request and distribute account statements as needed
- Walk members through our website, online banking platform, and bill pay features
- Assist members with questions about our mobile app, including navigation and feature usage
- Troubleshoot common banking issues and escalate complex concerns to the appropriate team
- Document member interactions thoroughly and accurately in our internal systems
This is a busy, high-energy environment that requires flexibility, focus, and the ability to pivot smoothly from one type of transaction to the next. arenaflex sets you up for success from day one with comprehensive on-the-job training, a structured introductory period, and ongoing coaching designed to help you grow your confidence and sharpen your skills.
Key Responsibilities
- Deliver Outstanding Member Service: Provide friendly, professional, and knowledgeable support on every call, treating each member interaction as an opportunity to build trust and loyalty.
- Process Financial Transactions: Accurately handle loan payments, balance inquiries, account openings, and statement requests while adhering to all internal procedures and regulatory guidelines.
- Educate Members on Digital Tools: Help members become more confident and self-sufficient users of arenaflex online banking, bill pay, mobile app, and website features.
- Maintain Data Accuracy: Document all member interactions and updates in our core systems with precision, ensuring that records are complete and compliant.
- Adapt and Prioritize: Manage a high volume of incoming calls while maintaining quality, professionalism, and composure throughout the workday.
- Collaborate Across Teams: Partner with internal departments to resolve member concerns and continuously improve the member experience.
- Embrace Continuous Learning: Stay current on arenaflex products, services, policies, and digital tools to provide accurate and helpful information.
Essential Qualifications
- High school diploma or equivalent (required)
- Strong verbal and written communication skills with the ability to interact effectively with members, colleagues, and leadership at all levels
- Comfort with Microsoft Word and Excel for daily documentation and reporting tasks
- Proven attention to detail and accuracy in handling financial or transactional information
- Comfort navigating web-based applications, mobile apps, and online tools
- Ability to work a full-time 40-hour schedule, including extended hours on Thursdays and Fridays, and a short schedule every other Saturday
- A positive, solutions-oriented attitude and a genuine desire to help people
Preferred Qualifications
- Prior experience in a customer service, call center, or member-facing role (financial services experience is a strong plus)
- Familiarity with credit union or banking products, services, and terminology
- Experience working with core banking systems or customer relationship management (CRM) platforms
- Demonstrated ability to multitask in a fast-paced, high-volume environment
- Bilingual communication skills (a plus, but not required)
Skills and Competencies for Success
To excel as a Member Solutions Advocate at arenaflex, you will draw on a combination of interpersonal, technical, and problem-solving skills. We are looking for candidates who demonstrate:
- Active Listening: The ability to truly hear what a member is saying, ask clarifying questions, and respond with empathy and accuracy.
- Adaptability: Comfort with shifting priorities, varied call types, and evolving technology and procedures.
- Resilience: The ability to remain calm, professional, and effective under pressure.
- Problem-Solving: A proactive approach to identifying the right solution and following through until the issue is resolved.
- Tech Savvy: Confidence using digital tools, learning new systems quickly, and helping others do the same.
- Teamwork: A collaborative spirit and willingness to support colleagues and contribute to a positive team culture.
Career Growth and Learning Opportunities
At arenaflex, career growth is not just a possibility — it is a priority. With more than 11 back-office departments and 8 branch locations, our internal mobility culture means that the Member Solutions Advocate role is often the launchpad for long-term careers in lending, operations, member experience, compliance, and beyond. We support your development through:
- Comprehensive on-the-job training and a structured introductory period with regular feedback and coaching
- A generous and flexible tuition reimbursement program to help you pursue additional education, certifications, or degrees
- Mentorship and support from experienced leaders and team members
- Cross-training opportunities that expose you to multiple areas of the organization
- Clear pathways for advancement into senior member service, supervisory, and specialist roles
Work Environment and Company Culture
arenaflex is proud to foster a workplace where employees feel valued, supported, and empowered. We genuinely support work-life balance, and that is reflected in our scheduling: every other week, you will enjoy a weekday off. The Member Solutions Advocate position is classified as remote-work-eligible hybrid, meaning you will work on-site during your training and introductory period, with the potential to transition to a hybrid schedule once you are fully ramped and meeting performance expectations.
Our culture is collaborative, member-focused, and built on mutual respect. We celebrate diversity, encourage open communication, and believe that great ideas can come from anywhere in the organization. arenaflex is an Equal Opportunity Employer, and we are committed to creating an inclusive environment where every team member can succeed.
Compensation, Perks, and Benefits
arenaflex offers a comprehensive benefits package designed to support your health, your future, and your time away from work, including:
- Blue Cross Blue Shield medical insurance
- Dental insurance
- 401(k) plan with company match and profit-sharing potential
- Flexible health and dependent care savings plans (FSAs)
- Life, AD&D, and long-term disability (LTD) insurance
- Generous and flexible tuition reimbursement program
- Generous paid time off (PTO) to help you rest, recharge, and enjoy time with family and friends
- Hybrid work potential after successful completion of the introductory period and training
Our Hiring Process
Ready to take the next step? Here is what to expect when you apply to arenaflex:
- Submit your resume and complete a few basic questions through our online application portal.
- Our Human Resources team will review your application to confirm that your qualifications align with the role.
- Qualified candidates will be invited to an initial telephone or video interview with HR.
- Finalist candidates will participate in an in-person interview with the hiring manager.
- If we are the right fit for one another, we will move forward with reference checks, a credit check, and a background check before extending an offer.
Take the Next Step in Your Career
If you are a service-driven professional looking for a meaningful career with a company that invests in your growth, arenaflex wants to hear from you. This is more than a job — it is an opportunity to build a career, help your community, and become part of a team that genuinely cares about its members and its employees. Bring your energy, your empathy, and your commitment to excellence, and let us show you what is possible at arenaflex.
Apply today and start your journey with arenaflex. We are excited to meet you.
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