Presidential Associate I

Description

Position Summary

Credit One Bank is looking for a Presidential Associate I to support the Presidential Team for our Customer Experience Office. The person in this role will support all aspects of the complaint resolution process including resolving complaints, researching the root cause of complaints, as well as ensuring processes and procedures for researching and resolving complaints are current and well documented. This role requires supporting Presidential Leadership and working collaboratively with Presidential agents, as well as key contacts from other business areas, to meet SLAs for timeliness and accuracy.

Summary of Essential Job Functions

• Support the day-to-day operation of up to 15 Presidential Specialists, assist with escalated complaints and cross checks and follow up on pending issues to ensure that daily SLAs are achieved on a daily, weekly, and monthly basis.
• Ensure the clear documentation of internal department procedures and processes that support agents in providing service that aligns with compliance and business standards and drives positive cardmember outcomes.
• Track potential issues identified by Presidential agents; complete preliminary research on root cause and ensure feedback gets to the appropriate area to address; monitor to ensure issues are addressed and resolved.
• Support requests for internal and external audits and control testing.
• Understand and comply with internal and external policies, laws, and regulations.

Position Requirements

Credit One Bank, N.A. is a data-driven financial services company based in Las Vegas. Founded in 1984, Credit One Bank offers a spectrum of credit card products for people in all stages of financial life. Credit One Bank is an equal opportunity employer committed to diversity and inclusion and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation, or national origin. Reasonable accommodations can be made for those who require them, including access to job applications and workplace accommodations. Employment at Credit One Bank is based on mutual consent (also known as at-will). This means that employees and the Bank may terminate the employment relationship at any time, with or without cause and with or without notice. Please contact the recruiter for this position to learn more. Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.