Telephone Support - Operations Representative II

Position Overview

The Operations Representative II will ensure that Customer Service employees provide professional, courteous, and efficient support to applicants and cardholders by offering direct assistance, guidance, and timely follow‐up on issues that require higher level processing and review. The role calls for a solid understanding of systems such as CAS, CAPS, CASH, FDR, credit bureau reports, online fee adjustments, and Credit One Bank’s products and services. Additionally, the post-holder must be adept at referencing policies, procedures, and terms and conditions that affect both consumers and the business.

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, it offers a spectrum of credit card products for people in all stages of financial life. The Bank is an equal opportunity employer committed to diversity and inclusion, and employment is based on mutual consent (at-will).

Key Responsibilities

• Demonstrate an excellent understanding of all types of functions worked within customer service.
• Exhibit excellent written and verbal communication skills.
• Maintain a positive and professional demeanor toward internal and external customers.
• Navigate successfully through FDR (BS, CIS, CMM, etc.) and CAS systems.
• Handle all customer service call types including escalated ones.
• Demonstrate a thorough comprehension of all client-related products, both current and forthcoming.
• Process and/or provide guidance for monetary and non-monetary adjustments as required.
• Analyze account holder inquiries and ensure clear, concise answers are provided.
• Research cardholder records when necessary to resolve outstanding issues.
• Review letter quality for grammar and verify that all cardholder questions are addressed.
• Monitor outsource agency performance to ensure high quality output.
• Support outsource agencies via telephone, e-mail, and by processing Online Research Requests (ORR’s).
• Complete relevant forms promptly and accurately.
• Meet with the reporting supervisor to discuss findings and opportunities.
• Administer coaching and exceptions within customer service policy.
• Adhere strictly to all departmental policies and procedures.
• Develop and implement staff and process improvements.
• Attend weekly calibrations.
• Analyze and compose Presidential cases.
• Perform quality reviews of cases and issues processed within the unit.
• Follow up on all pending research issues.
• Assist staff through coaching for various functions.
• Review forms, logs, and journals before routing to other departments or teams.
• Demonstrate the ability to work independently or as part of a team.
• Perform additional duties as assigned.

Required Qualifications

• Two (2) or more years of customer service-related experience.
• Excellent written and verbal communication skills along with strong reading and comprehension abilities.
• Great computer skills with intermediate knowledge of Microsoft Office.
• Ability to prioritize assignments and ensure timely follow-up on delegated responsibilities.
• Excellent working knowledge of FDR, CAS, Retrievals, credit bureau reports, cardholder account maintenance, online fee adjustments, and PPS is preferred.
• Bilingual in English & Spanish is a plus.