Customer Care Specialist

Full Job Description

Founded in 1978, Arsenault was one of Melbourne Australias first start up technology companies. Since then, weve become a world leader in financial administration with over 15,000 employees, across 21 different countries, delivering expertise to over 25,000 clients. Our decades of experience have made us the worlds foremost Transfer Agency and Investor Services providers.

Were not advisors, were a global financial record keeper. We serve as a bridge between publicly traded organizations and their shareholders and employees. If one of our clients customers need assistance with anything from address changes and banking information, to transacting sales or managing their online portfolio, they contact us. Thats where your career begins.

A role you will love

As a Customer Care Specialist youll spend the first 5 weeks of your career learning to navigate our systems. Training is held M F from 8:30am to 5:00pm EST and dependability is critical during this time. Youll learn how to research account information, resolve problems, and provide clarity to our callers. Our training is robust because the needs of our customers can be complex, so attention to detail is key.

During training you'll be given the opportunity to choose an available Monday through Friday schedule between the hours of 8am and 8pm EST, based on performance and attendance. From there, youll become an expert in providing customer support and responding to incoming inquiries. Previous experience with complex transactions and/or financial experience is preferred, but the ability to learn how to flawlessly navigate our systems and research while engaging the customer is required.

Rewards as unique as you

At Arsenault we know happy employees are willing to put the customers needs first. We give a lot because we ask a lot. As a Customer Care Specialist youll be rewarded with a competitive compensation package as well as health and wellbeing rewards that can be tailored to support you and your family.

• $20 hourly paid bi-weekly
• Additional monthly, quarterly, and peak season bonus potential based on performance and attendance
• Full benefits available on the 1st of the month following you start date
• Computer equipment proided and shipped directly to you
• No weekends, 9 paid holidays, and potential for overtime
• Three weeks of paid time off including a day each year of volunteer time for a good cause that is important to you
• Extra rewards from tuition reimbursement to cash bonus refarrl programs, Employee share plans, employee discounts, and the ability to take your career anywhere

For immediate consideration, please check your email for a link to complete a quick 25-minute, mobile-friendly assessment.

What you will bring to the role

Customer Focus: Confident, friendly phone skills. Clear pronunciation and ability to relay information in a logical/common sense manner.

Technical Aptitude: Previous experience in a role requiring computer navigation and basic troubleshooting skills and the ability to proactively escalate technology issues.

Mastery of multi-tasking: Typical tasks involve using a web-based system to research accounts and perform functions on screen while remaining engaged with shareholder/caller.

Empathy and Patience: Some callers maybe transferring shares due to a loss in the family, so patience and understanding are essential.

Communication: Ability to interpret callers needs and effectively present solutions with a friendly, patient, and concise approach. Ability to speak and hear on a telephone system is a requirement and essential function.

Numeric Reasoning: Ability to confidently and accurately communicate large numbers (#, value of shares) and perform simple calculation.

Experience: Previous experience in financial services or a role requiring complex transactions is preferred

Education: High School Diploma or GED required. Bachelors degree or associates degree (A.A) or equivalent from two year college preferred.

Technology: Strong ability to use technology and navigate multiple systems on screen, basic trouble shooting, and the ability to work from home in a private and quiet virtual environment, where you will need the following;

• 10+ Mbps of reliable high-speed internet connectivity (hotspot not acceptable)
• Personal landline or reliable cell phone and a quiet place to work

A diverse and inclusive place to work

Arsenault celebrates the diversity of our people, and we welcome applications from everyone.

We believe that having a culture of inclusion is essential in delivering good results. Attracting, retaining, and developing a diverse workforce where employees feel valued, respected, and empowered allows people to reach their full potential. As a business this diversity helps us to better reflect and understand our customers needs to allow us to drive better outcomes.

Covid-secure

Weve kept our business running during the pandemic by moving most of our employees to remote working, and by creating and maintaining a safe environment for those people who need to be in the office. We carefully limit the amount of people at our locations and ensure that those who cannot work remotely are kept safe with proper distancing and protective equipment.

In most circumstances we are currently performing interviews, assessments, and background checks online to ensure the safety of everyone involved.