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Credit One Bank Careers

Customer Service Team Lead in Las Vegas, NV at Credit One Bank

Date Posted: 1/25/2019

Job Snapshot

Job Description

Position Summary


Credit One Bank is looking for a Customer Service Team Lead. This position will primarily be responsible for supporting the daily workflow of the team and resolving critical issues that arise from agents or leadership.


Summary Essential Job Functions

  • Identify opportunities to improve processes and drive customer satisfaction; share findings and recommendations with management; partner with leadership to create and execute improvement plans
  • Work with peers across the organization to identify and submit updates to policy and process gaps
  • Responsible for understanding all applicable regulations and guidelines
  • Ensure the timely coordination and completion of projects
  • Daily distribution of work to be completed in various categories such as, but not limited to opening & closing of cases, opening/pending/resolved ORR, completion of daily reports.
  • Monitors departmental workload to ensure job duties are performed in a timely manner and within regulatory or department established timeframes.
  • Maintain inventory of office supplies to include ordering and other clerical tasks as required.
  • Perform quality review of cases and issues processed within the unit.
  • Follows-up on all pending research issues.
  • Assists staff through coaching with various functions.
  • Performs other duties as assigned.

Job Requirements

Position Requirements


  • 2+ years of relevant experience in an operations environment with advanced understanding of call center and of training methodologies and adult learning styles
  • Competent with Word, Excel, and PowerPoint
  • Excellent written and verbal communication, problem-solving, and project management skills
  • Ability to collaborate effectively and follow up to ensure achievement of deadlines, outcomes, and results
  • 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
  • Demonstrate company core values of excellence, ownership, collaboration, and integrity




  • Bachelor’s degree in business or related field
  • Call center and financial services experience preferred.

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 job 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 1 pound. 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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