Telephone Support - Specialized Services Support Specialist III

Description

Position Summary

This position is part of the Specialized Services unit. Our Specialized Services professional will service our highly valued current and potential cardmembers through various communication channels for specialized products and escalations. The successful candidate will be able to accept ownership for effectively solving cardmember inquiries and / or complaints, while keeping customer satisfaction at the core of every decision. Specialized Services representatives are service-oriented and collaborative problem-solvers who can work independently in a fast-paced environment. They are committed to actively listen to our cardmembers with the intention to understand and resolve their concerns. Quick study coupled with strong communication skills and attention to detail are also crucial competencies for a Specialized Services representative.

Summary of Essential Job Functions

• Serve as primary point of contact for the Company’s specialized business products and services customers.
• Resolve cardmember complaints escalated from base-level agents.
• Service cardmembers via telephone, email, face-to-face interaction, online chat, or social media, while providing superior customer service.
• Develop and maintain broad knowledge of Company products, services, and procedures through training, interdepartmental collaboration, and personal initiative.
• Identify and suggest solutions for escalated cardmember inquiries not solved by base-level agents. Solutions may involve modified training, system improvements, and / or process improvements.
• Attend monthly escalation review / roundtable with Specialized Services Leadership to review recommended solutions.
• Prioritize, track, and follow-up on daily assignments; including ad hoc priority assignments for High Value and VIP Cardmembers.
• Perform in a production environment, meeting service-level and quality standards.
• Adhere to all policies, procedures, and regulatory banking requirements.
• Perform other duties as assigned.

Position Requirements

Preferred Skills and Experience

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.