Telephone Support - Operations Specialist III

Credit One Bank - Las Vegas, NV

Full-time - Mid Level

Remote - Las Vegas, NV

Credit Intermediation and Related Activities

About the position

The Telephone Support - Operations Specialist III position at Credit One Bank is designed for professionals in the Specialized Services unit, focusing on providing exceptional service to high-value Cardmembers. This role involves resolving escalated inquiries and complaints through various communication channels, ensuring customer satisfaction is prioritized. The successful candidate will demonstrate strong problem-solving skills, effective communication, and the ability to work independently in a fast-paced environment.

Responsibilities

• Serve as the primary point of contact for specialized business products and services customers.
• Resolve Cardmember complaints escalated from base-level agents.
• Provide service to Cardmembers via telephone, email, face-to-face interaction, online chat, or social media while delivering superior customer service.
• Develop and maintain a broad knowledge of company products, services, and procedures through training and collaboration.
• Identify and suggest solutions for escalated Cardmember inquiries not resolved by base-level agents.
• Attend monthly escalation review/roundtable with Specialized Services Leadership to discuss recommended solutions.
• Prioritize, track, and follow up on daily assignments, including ad hoc priority assignments for High Value and VIP Cardmembers.
• Meet service-level and quality standards in a production environment.
• Adhere to all policies, procedures, and regulatory banking requirements.

Requirements

• High school diploma or GED required.
• 4+ years of customer service experience, preferably in a credit card environment.
• Proficient in Microsoft Office and ability to quickly learn proprietary software.
• Excellent communication skills in person, written, and over the phone.
• Strong customer service skills for inbound and outbound contact center interactions.
• Ability to multitask and pay close attention to detail.
• Logical thinking to provide answers and resolutions to customer inquiries.
• Ability to prioritize tasks in a high-pressure environment.
• Collaborative and team-oriented work ethic.

Nice-to-haves

• College degree preferred.
• Experience in call center and remote work environments.
• Bilingual in Spanish and English.

Benefits

• Equal opportunity employer committed to diversity and inclusion.
• Reasonable accommodations for applicants and employees.