SCRA - Operations Specialist III - S3

About the Role

This position reports directly to the respective Back Office Manager and primarily supports the team to resolve correspondence inquiries from Cardmembers. The role requires an exceptional working knowledge of CAS, CAPS, eOscar, FDR, Credit Bureau Reports, Cardholder Account Maintenance, online fee adjustments, and Credit One Bank’s products and services. The Operations Specialist must reference Policy and Procedures and/or Terms and Conditions regarding actions that positively or adversely affect consumers and the business.

Responsibilities

• Collaborate with peers across the organization to identify and submit updates to policy and procedural gaps.
• Write new correspondence and edit existing letters as needed, guiding the communication team’s approach to writing grammatically and thoroughly.
• Understand all applicable regulations, guidelines, and business industry standards.
• Serve as the escalation point for issues with communications and procedures.
• Submit correspondence for review and manage the approval process for the bank.
• Demonstrate strong customer service skills for inbound and outbound card member contacts.
• Communicate with internal departments and external banking industry contacts.
• Identify opportunities to improve processes and drive customer satisfaction; share findings and recommendations with management and partner with leadership to execute improvement plans.
• Participate in weekly vendor meetings and coordinate open items between the bank and letter vendor.
• Perform root cause analysis and provide results to various lines of business.
• Engage with various levels of management to present proposed ideas and share feedback for improvement on agent performance and new product launch results.
• Execute communications plans with a detailed understanding of project objectives, value, and priorities.
• Perform other duties as assigned.

Requirements

• Minimum of 2 years of Customer Service Back Office experience.
• Excellent verbal/written communication and organizational skills.
• Problem resolution and investigative abilities with meticulous attention to detail.
• Ability to maneuver efficiently in a Windows environment, account maintenance systems, and relevant external industry platforms.
• Must be an initiative-taker with the ability to work independently and in a team setting with minimal supervision.
• Extremely dependable with superior time-management skills.

Skills

• Strong organizational skills and the ability to multitask.
• Solid communication skills to maintain collaboration across multiple departments.
• Behaviors consistent with the company’s expectations for interactions with customers, colleagues, and vendors.