Credit One Bank Careers

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

Date Posted: 9/28/2018

Job Snapshot

Job Description

Position Summary

A representative on a quality team, that adheres to high expectations of customer service. Interact daily with outsource agencies for adherence to quality service levels and first call resolution.

 

Summary of Essential Job Functions

  • Understands the importance of the customer in a call center environment.
  • Monitors Customer Service Representatives’ telephone calls and fraud reports for quality adherence.
  • Completes daily On-Line Research Request (ORR).
  • Participates in weekly calibration sessions for all outsource agencies.
  • Performs all call, e-mail and write up monitoring with relevant feedback.
  • Coaches and develops Customer Care support technicians specific to quality standards.
  • Provides quality performance and trend data to Customer Service management.
  • Prepares and analyzes internal and external quality reports for management staff review.
  • Maintains the quality monitoring data management system.
  • Provides performance feedback and coaching assistance.
  • Maintains confidentiality and privacy of Customer Service Representatives quality scores.
  • Interacts with supervisors and management staff on a regular basis.
  • Displays leadership through example.
  • Utilizes Microsoft Word, Outlook, Excel, and Access for communication and data entry.
  • Establishes fairness and unbiased judgment.
  • Identifies training needs and recommends improvements.
  • 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. Call center and quality assurance experience preferred.

 

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