Credit One Bank Careers

Customer Service Process Specialist ll (Team Lead) in Las Vegas, NV at Credit One Bank

Date Posted: 9/7/2018

Job Snapshot

Job Description

Position Summary


Customer Service Process Specialist Lead, reporting directly to the respective Supervisor, will be responsible for the assigning and monitoring of daily workflow and monitoring quality performance of unit representatives. Assist unit specialists to resolve critical issues as they are presented from various legal, regulatory and governmental agencies.


The Customer Service Process Specialist Lead 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.


As a minimum, the Customer Service Process Specialist Lead must have an excellent working knowledge of CAS, CAPS, CASH, FDR, Credit Bureau Reports, Cardholder Account Maintenance, Online fee adjustments. The Customer Service Process Specialist Lead 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.


Summary of Essential Job Functions


  • Daily distribution of work to be completed in various contact categories.
  • Monitors departmental workload to ensure job duties are performed in a timely manner and within regulatory timeframes.
  • Develops and comprehends daily MIS reports to ensure workload is evenly distributed.
  • Maintains a positive and professional demeanor towards internal and external customers and peers.
  • Maintains communications with extemporaneous departments for optimum business operations status.
  • Professional liaison to the President and the Executive Officers of the Bank.
  • Extensive dealing with various legal, regulatory and governmental agencies in an effort to satisfactorily resolve all presented issues.
  • Excellent written and verbal communication skills.
  • Exception processing of escalated issues.
  • Perform cross-check and quality review of cases and issues processed within the unit.
  • Draft response letters to include proper grammatical and spelling content.
  • Review draft response letters and prepare files to forward for legal review.
  • Follows-up on all pending research issues.
  • Assists staff through training and coaching with various functions.
  • Reviews forms, logs, and journals prior to routing to another department or team.
  • Assist Supervisor to prepare and review Audit Request items.
  • Process and respond to, cross-check and quality review, of Subpoena’s, TPIR (Third Party Requests) according to policies and procedures.
  • Performs other duties as assigned.

Job Requirements

Position Requirements


  • Excellent verbal, written communication, problem resolution, investigative and organizational skills.
  • 5+ years experience handling escalated Customer Service issues.
  • 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


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