Customer Experience Specialist III - Customer Experience Office

Credit One Bank; Las Vegas (NV); On-site; USD 55,000 - 75,000; Full time

Job summary

Credit One Bank in Las Vegas, NV seeks a Presidential Specialist to research and resolve customer inquiries from various agencies. You will own the resolution process, perform root cause analysis, and prepare detailed business summaries for leadership review.

The ideal candidate has 2+ years in credit card operations or complaint management, a bachelor's degree or equivalent, and strong communication and problem-solving skills, plus proficiency with Word, Excel, and PowerPoint.

Qualifications

• 2+ years of relevant experience in credit card operations and/or complaint management.
• Bachelor’s degree or equivalent experience in business or related field preferred.
• Strong communication and problem-solving skills.
• Proficiency in Word, Excel, and PowerPoint.

Responsibilities

• Research and resolve cardmember inquiries.
• Remediate issues identified according to internal procedures.
• Provide an appropriate, thorough, and accurate response to card members.
• Identify potential gaps in processes or execution and provide recommendations to leadership.
• Partner with experts in other areas as needed to meet compliance and business needs.
• Meet productivity and quality standards; enter evaluations and logs accurately.
• Provide clear evaluation comments to support coaching and development.
• Support audits and control testing; comply with policies and regulations.

Skills

Communication

Problem-solving

Education

Bachelor's degree or equivalent

Tools

Word

Excel

PowerPoint

Job description

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 cardmember inquiries.
• Remediate issues identified according to internal procedures.
• Provide an appropriate, thorough, and accurate response to card members.
• Throughout the research process, identify potential gaps in processes or execution that may impact business success, quality, or customer experience. Provide your leadership team with well-thought-out recommendations on how to mitigate future issues.
• When necessary, partner with experts in other business areas to gather insights and find the best solutions that meet compliance, cardmember, and business needs.
• Meet team productivity expectations and internal quality standards.
• Accurately enter detailed information on evaluations, logs, and tools used for reporting and analysis.
• Provide clear evaluation comments to support agent coaching and development.
• Demonstrate regular and predictable attendance in adherence to company guidelines.
• Support requests for internal and external audits and control testing.
• Understand and comply with internal and external policies, laws, and regulations.
• Consistently demonstrate the company's core values of excellence, ownership, collaboration, and integrity.
• Perform other duties as assigned.

Position Requirements

• 2+ years of relevant experience in credit card operations and/or complaint management. In-depth knowledge of one or more operations disciplines such as customer service, collections, or fraud.
• Bachelor’s degree or equivalent experience in business or related field preferred
• Strong communication and problem-solving skills
• Proficiency in Word, Excel, and PowerPoint

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.