Credit One Bank Careers

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

Date Posted: 2/28/2018

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.


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 arms to reach and hands to finger, handle, and feel. Must possess the ability to effectively hear and communicate verbally. 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.

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