Customer Experience Specialist

Arival Bank International Corp. is a US-based digital bank licensed and regulated by OCIF. After obtaining our US-based banking license at the beginning of 2021, we officially went live in June 2021 and have onboarded 650+ B2B customers from over 60+ countries. Equipped with forward-thinking compliance, Arival is on a mission to become the go-to digital bank for corporate and institutional clients all over the world. We're actively growing our international team with offices in Puerto Rico, Europe, and Singapore, with over 60+ employees, and building many departments from the ground up.

JOB SUMMARY:

The Customer Experience Specialist partners with the Operations and Customer Experience Teams to increase customer loyalty and satisfaction. The Customer Experience Account Representative reviews and monitors the customer experience and ensures that each customer outreach process is engaging and effective.

EVERYDAY TASKS:

• Interacts frequently across different teams to discuss complex topics and issues to improve the customer experience.
• Establishes periodic interactions with customers on the waiting list.
• Builds strong social connections, feedback mechanisms, and communication lines between customers & Arival.
• Partners with cross-functional stakeholders to understand customer-impacting initiatives.
• Identifies opportunities to improve efficiency of CX operations through processes and tools.
• Demonstrates excellent business analytics to perform root cause analysis activities.
• Utilizes social media platforms in reaching out to customers to help resolve issues and provide quick response to inquiries.
• Conducts studies and research to discover new techniques necessary for improving customer experience.
• Attends seminars, workshops, and conferences to improve on existing job knowledge.

DESIRED QUALIFICATIONS:

• Bachelor's degree in business or related field is required.
• English language proficiency is required.
• At least 1-3 years of related experience in a similar role, preferably in a digital banking or fintech space.
• Excellent people skills, with an ability to partner with a dynamic leadership team.
• Possess personal qualities of integrity, credibility, and commitment to corporate mission.
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
• Ability to work and make decisions independently as well as collaborate effectively as part of a wider team.

BENEFITS - WHAT’S IN IT FOR YOU?

• Enjoy a highly diverse and international culture
• An opportunity to build the future and freedom to work wherever you want
• Fair pay, no matter where you live along with a competitive benefits package
• Computer setup of your choice
• Generous paid time off to relax and recharge