Back Office Contact Processing - Operations Specialist III

Description

Position Summary

Credit One Bank is looking for an Operations Specialist. This position will report directly to the respective Back Office Manager and primarily support the team to resolve correspondence inquiries as presented by Cardmembers. At minimum, the individual in this role must have an exceptional working knowledge of CAS, CAPS, eOscar, FDR, Credit Bureau Reports, Cardholder Account Maintenance, online fee adjustments, SCRA guidelines, and have exceptional knowledge of Credit One Bank’s products and services. They must possess the ability to reference Policy and Procedures and/or Terms and Conditions regarding actions positively or adversely affecting the consumer and the business.

Essential Job Functions

• Collaborate with peers across the organization to identify and submit updates to policy and procedural gaps.
• Write new correspondence and edit existing letters as needed. Guide the communication
  team’s approach to writing grammatically and thoroughly.
• Responsible for understanding all applicable regulations and guidelines, as well as business industry standards.
• Serve as the escalation point for all issues with communications and procedures.
• Submit correspondence for review and manage the approval process for the bank.
• Demonstrate Strong Customer Service skills for inbound and outbound card member
  contacts.
• Communicate with internal departments and external banking industry contacts.
• Identify opportunities to improve processes and drive customer satisfaction, share findings and recommendations with management, and partner with leadership to create and execute improvement plans.
• Participate in weekly vendor meetings and coordinate open items between the bank and
  letter vendor.
• Perform root cause analysis and provide results to the various lines of business.
• Extensive dealing with various levels of management to present proposed ideas and share feedback for improvement to agent performance and new product launch results.
• Strong organizational skills and the ability to multitask are crucial.
• Solid communication skills are required as multiple departments may be responsible for research, and lines of communication must be maintained to bridge bifurcation.
• Demonstrate behaviors consistent with the company’s expectations as it pertains to interactions with customers, colleagues, and vendors.
• Execute communications plans with a detailed understanding of project’s objectives, value, and priorities.
• Perform other duties as assigned.

Position Requirements

• Minimum of 2 years Customer Service Back Office experience.
• Excellent verbal/written communication and organizational skills.
• Problem resolution/investigative abilities, and meticulousness.
• Ability to maneuver efficiently and effectively in a Windows environment, account maintenance systems, and relevant external industry platforms.
• Must be an initiative-taker with the ability to work independently and in a team setting with minimal supervision.
• Extremely dependable and superior time-management skills.

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent  also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.