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Credit One Bank Careers

Customer Service Process Specialist II in Las Vegas, NV at Credit One Bank

Date Posted: 1/23/2019

Job Snapshot

Job Description

Position Summary

Customer Service Process Specialist II will resolve critical issues as they are presented from various legal, regulatory and governmental agencies to include the processing of SCRA cases.

The Customer Service Process Specialist II will follow policies, procedures and use sound judgment in reviewing and monitoring items and shall require the expectation of meeting and/or exceeding department and company standards by and/or submitting process improvements as they are identified and provide trending analyses.

As a minimum, the Customer Service Process Specialist II must have an excellent working knowledge of CAS, CAPS, CASH, FDR, Credit Bureau Reports, Cardholder Account Maintenance, Online fee adjustments. The Customer Service Process Specialist II must also have excellent knowledge of Credit One Bank’s products and services and possess the ability to reference Policy and Procedures and/or Terms and Conditions regarding actions positively or adversely affecting the consumer and the business.

Responsible for the monitoring of workflow and Quality Performance of 10 to 15 representatives. Assume supervisor responsibilities as assigned.


Summary of Essential Job Functions

  • Maintains a positive and professional demeanor towards internal and external customers.
  • Maintains communications with extemporaneous departments for optimum business operations status. 
  • Professional liaison to the President and the Executive Officers of the Bank.
  • Extensive dealing with various legal, regulatory and governmental agencies in an effort to satisfactorily resolve all presented issues.
  • Excellent written and verbal communication skills.
  • Exception processing of escalated issues.
  • Monitors departmental workload to ensure job duties are performed in a timely manner and within regulatory timeframes.
  • Develops and comprehends daily MIS reports to ensure workload is evenly distributed.
  • Daily distribution of work to be completed in various correspondence categories.
  • Perform quality review of cases and issues processed within the unit. 
  • Draft response letters to include proper grammatical and spelling content.
  • Follows-up on all pending research issues.
  • Assists staff through coaching with various functions.
  • Reviews forms, logs, and journals prior to routing to another department or team.
  • Performs other duties as assigned.

Job Requirements

Position Requirements

Excellent verbal, written communication, problem resolution, investigative and organizational skills required. Ability to maneuver efficiently and effectively in a Windows environment and on all Credit One Operations Systems needed. 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. Proven demonstrated leadership skills, the ability to provide direction to others and superior time management skills essential.


Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. However, the employee may choose to stand and move within cubicle area. The employee is frequently required to use hands to finger, handle, feel, talk and hear; reach with hands and arms. Must possess the ability to effectively hear and communicate. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 2 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.

Based on the Fair Labor Standards Act (FLSA), management has analyzed this position and determined it to be non-exempt.


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