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Credit One Bank Careers

Associate Director of Customer Communications in Las Vegas, NV at Credit One Bank

Date Posted: 1/8/2019

Job Snapshot

Job Description



Position Summary

 

This position is responsible for creating relevant and timely messages/content for our customers and building a variety of communications programs to keep them informed and engaged, increase customer satisfaction, enhance their overall customer experience. As the Associate Director of Customer Communications, you will lead efforts to centralize and create a Customer Service communication library. You will further assist writers in the creation, editing, approval, and delivery of customer communications and programs about our solutions, services, and organization. You will manage the overall workload for your team, participate in organizational projects representing Customer Service, edit extensively, understand the workings of our communication solutions and customer base, and realign projects and priorities as necessary. You will work with representatives from across the business to collaborate and help them address their specific communication needs.

 



Summary of Essential Job Functions

 

  • Write communications as needed
  • Collaborate with other departments on specific communication needs
  • Execute communications plans with a detailed understanding of project’s objectives, value, and priorities
  • Put customers first and actively work to improve their overall Ultimate Software communication experience
  • Maintain current knowledge of effective methods for communicating with a customer audience
  • Participate in release planning, product launches, and organizational readiness meetings and activities
  • Ensure quality, accuracy, and completeness of communications produced by the team
  • Serve as the escalation point for issues with communications
  • Measure communication program success to ensure goals are being met
  • Recommend new approaches for customer communication, including new messaging, new email templates, or strategic changes to delivery methods
  • Guide team’s approach to writing communications through appropriate voice and persona 
  •  
  • Drive performance to make sure all interactions are meeting targeted expectations.
  • Demonstrate behaviors consistent with the company’s expectations as it pertains to interactions with customers, colleagues and vendors.
  • Develop program of monitoring for all existing letters to ensure validity and adherence to evolving brand standards.

Job Requirements



Position Requirements

 

  • BA or BS in a related field, or equivalent work experience
  • 5+ years’ experience writing for a customer audience
  • Excellent interpersonal and relationship-building skills
  • Excellent written and oral communication skills
  • Excellent customer service skills with the desire to exceed expectations
  • A track record of conceiving and delivering innovative solutions that support the customer experience.
  • Demonstrated people leadership and development success with large organizations.
  • A sincere passion and obsession for customers
  • Strong technical and analytical aptitude
  • Demonstrated project management success
  • Strong business judgment
  • Expert skills in Microsoft Office
  •  


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.

 

Individual must be capable of travel via long haul flights and working off-shifts (graveyard) during international business travel.

 

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

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