Back Office Contact Processing - Operations Representative II

About the role

Credit One Bank is looking for a Back Office Contact Processing Operations Representative II to resolve complex customer inquiries with the highest level of service.

Responsibilities

• Action highly regulatory processes on cardmember accounts with a high level of accuracy
• Meet productivity expectations and internal quality standards
• Follow policies and procedures and use sound judgment in reviewing and responding through the appropriate channel
• Understand and comply with internal and external policies, laws, and regulations
• Stay up to date with company policies and procedure changes
• Maintain confidentiality and privacy of data and customer information
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience
• Identify potential gaps in processes or execution that may impact business success, quality, or customer experience
• Receive and respond to verbal and written directions from supervisory personnel
• Commit to performing job duties in a manner that ensures a safe work environment
• Willingly and cooperatively perform other related duties and responsibilities as assigned by management

Requirements

• 1+ years of experience in Customer Service
• Excellent written and verbal communication skills, as well as reading and comprehension skills
• Strong decision-making and analytical abilities
• Excellent listening and problem-resolution skills
• Research ability and attention to detail
• Good interpersonal skills
• Working knowledge of Microsoft Office Suite (Word and Excel)
• Must be highly flexible and quality focused
• Must be a self-starter and work within the team dynamic
• Willingness to work a flexible schedule and occasional overtime when needed

Skills

• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating and caring for customers
• Ability to be self-sufficient and/or work as a team
• Consistently demonstrate the company's core values of excellence, ownership, collaboration, and integrity