Credit One Bank Careers

Vendor Support Team Lead in Las Vegas, NV at Credit One Bank

Date Posted: 11/7/2018

Job Snapshot

Job Description

Position Summary

Supervise all activities involving credit card customer inquiries, complaints or issues. Responsible for a team of Customer Service Vendor Support Representatives.

Summary of Essential Job Functions

• Provides improvement input with regard to assorted Customer Service Department areas such as: systems, policies, processes, procedures, etc.
• Monitors all work products with regard to progress, accuracy, quality, and timeliness.
• Supervises day-to-day operation of a team that support our Outsourced Vendor Staff 
• Handles escalated contacts and processes. 
• Facilitate Call Listening Calibrations as well as Rep and Global Vendor sessions.
• Guarantees timely and accurate completion of all appurtenant IT reports relevant to their team’s performance, productivity and records.
• Maintains strong emphasis on representative development and team building.
• Ensures proper completion of all Human Resource deliverables, i.e. salary actions, corrective actions, time sheets, etc.
• Manages special projects as determined by upper management.
• Provides assistance and guidance to all Customer Service personnel as necessary. 
• Responsible for the development and on-going training of their representatives. Conduct monthly performance one on ones.
• Clearly delineates and distributes work product to areas of responsibility.
• Performs other duties as assigned.

Job Requirements

Position Requirements

• Must possess 3+ years in a Customer Service environment or closely related field.
• Proven ability to educate, train and develop employees.
• Demonstrated verbal and written communication skills. Must have intermediate skills in Word, Excel & PowerPoint.
• Clearly defined and demonstrated superior customer service skills.
• Prior supervisory experience is preferable.
• Bilingual is a plus.
• College, business training and supervisory experience is 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 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.

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


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