Back Office Contact Processing - Team Lead - S4

Description

Position Summary

Credit One Bank is looking for a Back Office Team Lead. This position will primarily support the team to resolve correspondence inquiries as they are presented from Cardmembers. The Lead must be flexible and organized to support the daily workflow priorities.

Additionally, the applicant must possess a working knowledge of Account maintenance systems and relevant external industry systems to include Credit Bureaus, regulatory agencies, payment platforms, and online verification platforms. A strong working knowledge of Credit Card products/services and applicable regulations ensuring adherence is required. The individual will be responsible for supporting the daily workflow of the team and resolving critical issues that arise from agents or leadership.

Summary of Essential Job Functions

• Work with peers across the organization to identify and submit updates to policy and process gaps; understand all applicable regulations and guidelines as well as business industry standards
• Display strong Customer Service skills for inbound and outbound card member contacts
• Follow policies, procedures, and use sound judgment in reviewing and responding through the appropriate channels
• Identify opportunities to improve processes and drive customer satisfaction; share findings and recommendations with management; partner with leadership to create and execute improvement plans
• Assist with managing to department goals
• Perform root cause analysis and provide results to the various lines of business
• Dealing extensively with various levels of management to present proposed ideas, share feedback for improvement to agent performance and new product launch results
• Dedicate self to become a Subject Matter Expert in all Back-Office matters involving/impacting the customer and business
• Display strong organizational skills and ability to multi task are crucial
• Perform internal quality review of agent’s cases and deliver feedback and ensure understanding
• Perform other duties as assigned

Position Requirements

• 3 years of relevant experience in an operations environment with advanced understanding of Customer Service operations and of training methodologies and adult learning styles
• Competent with Word, Excel, and PowerPoint
• Problem resolution/investigative abilities and detail-oriented
• Ability to maneuver efficiently and effectively in a Windows environment, account maintenance systems and relevant internal platforms
• Must be a self-starter with the ability to work independently and in a team setting with minimal supervision
• Extremely dependable and superior time management skills
• Must have a professional demeanor, be detail oriented, quality focused, and possess strong organizational skills
• Must be a self-starter with the ability to work independently and in a team setting with minimal supervision

Preferred

• Bilingual (Spanish) is a plus
• Call center and financial services experience preferred
• Working knowledge of FDR, CAS, Credit Bureau Reports, Cardholder Account Maintenance

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.