Customer Experience Specialist III - Customer Experience Office

Description

Position Summary
Credit One Bank is looking for a Presidential Specialist to research and resolve customer inquiries presented by various legal, regulatory, and government agencies. The role involves the entire resolution process, including research, communication with the cardmember, root cause analysis, and business summary reviews.

Summary Of Essential Job Functions

• Research and resolve cardmember inquiries.
• Remediate issues identified according to internal procedures.
• Provide an appropriate, thorough, and accurate response to cardmembers.
• Identify potential gaps in processes or execution that may impact business success, quality, or customer experience.
• Provide leadership team with well-thought-out recommendations to mitigate future issues.
• Partner with experts in other business areas to gather insights and find solutions meeting compliance, cardmember, and business needs.
• Maintain team productivity expectations and internal quality standards.
• Accurately enter detailed information on evaluations, logs, and tools for reporting and analysis.
• Provide clear evaluation comments to support agent coaching and development.
• Demonstrate regular and predictable attendance in adherence to company guidelines.
• Support requests for internal and external audits and control testing.
• Understand and comply with internal and external policies, laws, and regulations.
• Consistently demonstrate the company's core values of excellence, ownership, collaboration, and integrity.
• Perform other duties as assigned.

Position Requirements

• 2+ years of relevant experience in credit card operations and/or complaint management.
• In-depth knowledge of one or more operations disciplines such as customer service, collections, or fraud.
• Bachelor’s degree or equivalent experience in business or related field preferred.
• Strong communication and problem-solving skills.
• Proficiency in Word, Excel, and PowerPoint.