Customer Experience Office Specialist IV

Description

Position Summary

Credit One Bank is looking for a Presidential Specialist to research and resolve customer inquiries that are presented by various legal, regulatory, and government agencies. The person in this role will be responsible for the entire resolution process, including research, communication with the cardmember, root cause analysis, and business summary reviews.

Summary of Essential Job Functions

• Research and resolve card member inquiries, including complaints. Remediate complex and escalated cases leveraging internal procedures and judgement as needed to align with compliance and business standards. Provide an appropriate, thorough, and accurate response to the card member.
• Throughout the research process, identify potential gaps in processes or execution that may impact business success, quality, or customer experience. Follow necessary steps to remediate. Escalate issues and provide recommendations on how to mitigate future issues.
• Frequently consult with Legal, Compliance, and contacts in other business areas to gather insights and determine appropriate actions that meet compliance, cardmember, and business needs.
• Meet and exceed team productivity expectations and internal quality standards. Accurately enter detailed information case notes, logs, and tools used for reporting and analysis. Manage casework and support team as needed to support department service level goals.
• Demonstrate regular and predictable attendance in adherence to company guidelines.
• Understand and comply with internal and external policies, laws, and regulations.
• Consistently demonstrate the Company's core values of excellence, ownership, collaboration, and integrity.
• Complete other duties as assigned.

Position Requirements

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.