Support manager h1.location_city

Description

Position Summary

This position is part of the Specialized Services unit. The Specialized Services Specialist will service 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. The Specialized Service Specialist is service-oriented and a collaborative problem-solver who can work independently in a fast-paced environment. This role is committed to actively listen to 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 Specialist.

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, e-mail, 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

• High school diploma/GED required.
• 4+ years of customer service experience with a background in a credit card environment
• Proficient with MS Office and ability to learn how to use proprietary software quickly
• Excellent communication skills - in person, written, and over the phone - with proven ability to tailor features and benefits of products/services to cardmembers with differing needs
• Strong customer service and communication skills for inbound and outbound contact centers
• Exhibit self-motivation, the ability to multitask and pay close attention to small details
• Ability to think logically to provide answers to customer questions as well as resolutions for various issues that may arise
• Exhibit the ability to prioritize tasks and complete them in a high-pressure environment
• Display the ability to work in a collaborative and team-oriented environment

Preferred Experience and Skills

• College degree
• Call center and remote work experience a plus
• Spanish-English bilingual skills a plus

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.