This site uses cookies. To find out more, see our Cookies Policy

Credit One Bank Careers

Customer Service Telephone Escalation Representative. in Las Vegas, NV at Credit One Bank

Date Posted: 1/30/2019

Job Snapshot

Job Description

Position Summary

Customer Service Telephone Escalation Representative will ensure that the Customer Service employees are providing the Applicants and Cardholders with professional, courteous and efficient customer satisfaction through direct assistance, guidance and follow through on issues requiring higher processing and review.

As a minimum, the Customer Service Telephone Escalation Representative must have, an intermediate working knowledge of Word and Excel. Have strong knowledge of or the ability to quickly learn CAS, CAPS, CASH, FDR, Credit Bureau Reports, Cardholder Account Maintenance, Online fee adjustments. Customer Service Telephone Escalation Representative must also have excellent knowledge of Credit One Bank’s products and services or like business 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.

Summary of Essential Job Functions

  • Demonstrating an excellent understanding of all types of functions worked within Customer Service.
  • Excellent written and verbal communication skills.
  • Maintain a positive and professional demeanor towards internal and external customers.
  • Successfully navigating through FDR (BS, CIS, CMM etc) and CAS systems.
  • Required to handle all CS Call Types including Escalated.
  • Demonstrate a thorough comprehension of all client related products (both current and forthcoming).
  • Processing and/or providing guidance for monetary and non-monetary adjustments when required.
  • Analyze account holder questions and ensure the bank is providing clear and concise answers whenever possible.
  • Research Cardholder records when necessary to resolve all outstanding issues.
  • Review letter quality for grammar and ensure all Cardholder questions have been addressed.
  • Review Outsource Agencies performance to ensure a high level of quality output.
  • Support Outsource Agencies by telephone, email and by processing Online Research Requests (ORR’s).
  • Complete relevant forms promptly and accurately.
  • Meet and discuss findings / opportunities with Reporting Supervisor.
  • Administer Coaching/Exception within Customer Service policy.
  • Observe and ensure adherence to all of the department’s policies and procedures.
  • Develop and implement staff and Process Improvements.
  • Attend Weekly calibrations.
  • Analyze and write Presidential cases.
  • 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.
  • Reviews forms, logs, and journals prior to routing to another department or team.
  • Ability to be self-sufficient and/or work as a team
  • Ability to multitask
  • Adapt well to change
  • Additional duties and responsibilities as assigned.

Job Requirements

Position Requirements

1 year of escalation experience on a financial services account

1 year of customer service telephone experience

Banking experience is preferred

Excellent written and verbal communication skills, as well as reading and comprehension skills, are required.

Great computer skills, with intermediate knowledge of Microsoft Office required.

Ability to prioritize assignments and follow up with delegating responsibilities essential.

Excellent working knowledge of FDR, CAS, Retrievals, Credit Bureau Reports, Cardholder Account Maintenance, Online fee adjustment and PPS preferred.

Bilingual (Spanish) a plus



  1. Sales Jobs
  2. Customer Service Jobs