**Experienced Customer Solutions Manager – Driving Customer-First Culture and Operational Excellence at arenaflex**

At arenaflex, we're revolutionizing the financial services industry by providing innovative, customer-centric solutions that empower everyday Americans to build better financial health. As a Customer Solutions Manager, you'll play a pivotal role in shaping our customer-obsessed culture and driving operational excellence across our Servicing Operations team. **About arenaflex** arenaflex is a tech-enabled, mission-driven specialty finance platform that broadens the reach of community banks to extend credit access to millions of underserved consumers. Our commitment to transparency, responsible lending, and financial inclusion has earned us a 4.5/5.0-star rating on Trustpilot and recognition as a 2023 Crain's Fast 50 company and a 2024 Built In's Best Places to Work. We're an Inc. 5000 company for six straight years, a Deloitte's Technology Fast 500, and the seventh fastest-growing Chicagoland company by Crain's Chicago Business. **Our Culture** At arenaflex, we're a team of caring, innovative, and inclusive individuals who thrive in diverse talents, expertise, perspectives, and backgrounds. Our employees approach every new challenge with an unparalleled ability to see what could be rather than settle for what is. We welcome individuals who want to make a difference in the financial system through creating and building simple, transparent products that facilitate credit access, enable savings, and build wealth. **What You'll Do** As a Customer Solutions Manager, you'll help guide business insights, key metrics, and determine the overall performance goals for Servicing Operations at arenaflex. You'll partner across the entire organization with internal stakeholders, including Product, Customer Advocate, Operational Risk, Compliance, Tech, Finance, and other business operations teams. Your key responsibilities will include: * Supporting and coaching the department to follow all expectations to ensure adherence to quality standards, deadlines, and proper procedures while mentoring and empowering the team for results and accountability. * Driving successful communication, teamwork, collaboration, and commitment across multiple groups within the company. * Supporting capacity planning for the Transaction Processing Team to ensure that the proper resources are available to support and accomplish key departmental goals. * Working with leadership to align the Customer Solutions departmental goals with overall company performance goals and pillars. * Maintaining Customer Department Policies and Procedures, continually working to refine and make proactive enhancements that build efficiencies and improve processes. * Proactively identifying, recommending, and implementing process improvement opportunities to ensure superior customer service and issue resolution. * Managing escalated servicing issues, developing corrective action plans, and documenting and reporting ongoing product/process challenges. * Participating in the review and selection of potential new vendors and the prioritization of new technologies to support Customer Service, operational efficiency, and account accuracy. * Managing external vendors that support Servicing Operations needs. * Proactively making suggestions and designing and implementing infrastructure to uphold and promote best-in-class Customer Service. * Developing and tracking defined department KPIs and service level metrics. * Overseeing day-to-day functions of assigned departments ensuring quality outputs that meet or exceed targeted key performance metrics. * Contributing to company performance goals by planning and driving initiatives in alignment with those objectives. **What You'll Bring** * Experience managing a team of individual contributors at varying levels * Experience working in the financial services industry with knowledge of Treasury and Accounting * Experience working in operations with ACH, Check, Refunds and Returns Processing, Loan Rescissions, Chargebacks, Settlements * Exceptional problem/issue resolution skills * Excellent verbal and written communication skills * Excellent attention to details * Strong analytical, prioritization, organizational, multi-tasking, and time management skills * Team player with the ability to work productively within a group and maintain a high degree of independence **Desirable Skills** * Excellent written and verbal communication * Goal Setting and Planning * Advanced Excel/Google knowledge (Macro/VBA creation) * Proficient in SQL (Snowflake knowledge is a plus) **Reports to** * Senior Manager, Customer Solutions **Job Level** * Manager **Total Rewards and Benefits** arenaflex offers a flexible remote environment, 401(k) matching program, and flexible paid vacation. Other benefits include medical benefits, dental and vision coverage, and tuition reimbursement. To support your wellness & growth, we provide monthly meditation and yoga classes and access to all LinkedIn Learning courses. We also offer Fringe, which is a lifestyle benefits platform that lets you decide how you want to spend your rewards from dozens of vendors like Uber, Doordash, and Urban Sitter. Dress code is casual. **EEOC Statement** arenaflex is an equal opportunity employer and does not discriminate based on any actual or perceived legally recognized protected bases under local, state, or federal law or regulations. Our goal as a company is to build an equitable workplace that actively works to dismantle systems of oppression in our processes, procedures, and interactions. We aim to help our employees thrive where they work and beyond. Check out our Culture page here. **Reasonable Accommodation** arenaflex is committed to the full inclusion of all qualified individuals. As part of this commitment, arenaflex will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact our People team at [email protected]. **California Consumer Privacy Act** arenaflex is providing the "arenaflex California Employee Privacy Policy", which details the categories of personal information collected and your rights under the policy. If you are a California resident, please review the policy here: **Apply Now** If you're passionate about creating a customer-first culture and driving operational excellence, we encourage you to apply for this exciting opportunity. Please submit your application through our website: [insert link]. Apply for this job