Customer Experience Specialist III - Customer Experience Office

Description

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 card member, root cause analysis, and business summary reviews.

• Research and resolve card member 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, card member, 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.

• 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 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.