Credit One Bank Careers

CS Fraud Team Lead in Las Vegas, NV at Credit One Bank

Date Posted: 9/24/2018

Job Snapshot

Job Description

Position Summary


Customer Service Fraud Lead with a Quality focus, reporting directly to the respective Supervisor, 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.


The Customer Service Fraud Lead with a Quality focus will further assist in the flow of daily work responsibilities, resolve critical issues as they are presented from internal (CS agents and Leadership) and external customers (legal, Compliance, Audit), dealing with legal and regulatory guidelines and the completion of Presidential resolutions and write ups.


As a minimum, the Customer Service Fraud Lead with a Quality focus should have an excellent working knowledge of CAS, CAPS, CASH, FDR, Credit Bureau Reports, Card Member Account Maintenance and on-line fee adjustments, as well as a working knowledge of First Track and E-Oscar. The Customer Service Fraud Lead with a Quality focus 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 the department for both phones and back office. Assume supervisor responsibilities as assigned.



Summary of Essential Job Functions


  • Maintains a positive and professional demeanor towards internal and external customers.
  • Maintains communications with all Credit One departments as required.
  • 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 or department established timeframes.
  • Develops trending analysis and comprehends monthly quality reports to ensure quality feedback and tracking is progressive.
  • Communicate all procedure gaps and process improvements with Fraud Training and Management to increase effectiveness and customer experience.
  • Maintain inventory of office supplies to include ordering and other clerical tasks as required.
  • Assists in establishing the distribution of monthly Quality Goals among the team and in running reports to capture data for these reviews.
  • 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.
  • Ability to communicate with all levels within the organization.
  • Ability to make critical decisions in the absence of direct supervision.

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 (Microsoft Office Suite-Word, Excel & Outlook) and on all Credit One internal Systems. 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 10 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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