Telephone Support - Operations Representative II

About the role

The Operations Representative II ensures Customer Service employees provide Applicants and Cardholders with professional, courteous, and efficient service through direct assistance, guidance, and follow-through on issues requiring higher processing and review.

The role requires an intermediate working knowledge of Word and Excel, strong knowledge of or the ability to quickly learn CAS, CAPS, CASH, FDR, Credit Bureau Reports, Cardholder Account Maintenance, and Online fee adjustments. The post-holder must also have excellent knowledge of Credit One Bank’s products and services and the ability to reference Policy and Procedures or Terms and Conditions regarding actions affecting consumers and the business.

Responsibilities

• Demonstrate an excellent understanding of all Customer Service functions.
• Maintain excellent written and verbal communication skills.
• Uphold a positive and professional demeanor toward internal and external customers.
• Navigate through FDR (BS, CIS, CMM, etc.) and CAS systems.
• Handle all Customer Service call types, including escalated ones.
• Demonstrate thorough comprehension of all client-related products (current and forthcoming).
• Process or provide guidance for monetary and non-monetary adjustments as required.
• Analyze account holder questions to ensure clear and concise answers from the bank.
• Research Cardholder records to resolve outstanding issues.
• Review letter quality for grammar and ensure all Cardholder questions are addressed.
• Review Outsource Agency performance to ensure high-quality output.
• Support Outsource Agencies via telephone, email, and Online Research Requests (ORRs).
• Complete relevant forms promptly and accurately.
• Meet with Reporting Supervisor to discuss findings and opportunities.
• Administer coaching and exceptions within Customer Service policy.
• Ensure adherence to all department policies and procedures.
• Develop and implement staff and process improvements.
• Attend weekly calibrations.
• Analyze and write Presidential cases.
• Perform quality reviews of cases and issues processed within the unit.
• Follow up on all pending research issues.
• Assist staff through coaching on various functions.
• Review forms, logs, and journals before routing to another department or team.
• Work independently or as part of a team.
• Perform other duties as assigned.

Requirements

• Two or more years of Customer Service-related experience.
• Excellent written and verbal communication skills, including reading and comprehension.
• Great computer skills with intermediate knowledge of Microsoft Office.
• Ability to prioritize assignments and follow up on delegated responsibilities.
• Excellent working knowledge of FDR, CAS, Retrievals, Credit Bureau Reports, Cardholder Account Maintenance, Online fee adjustment, and PPS preferred.
• Bilingual (Spanish) is a plus.