Operations Quality and Training - Operations Representative II - S2

Position Summary

Credit One Bank is looking for an Operations Specialist II who will primarily be responsible for monitoring for adherence to standards in customer interactions across operations functions for in house and external service providers.

Summary of Essential Job Functions

•Monitor for adherence to customer service standards including regulatory, policy, and soft skills across operational phone calls, casework, social media interactions, email, and mail

•Provide evaluation feedback to drive coaching and development which targets improved performance

•Participate in or facilitate weekly calibration sessions for internal and external partners

•Accurately enter detailed information on evaluations, logs and tools used for quality reporting

•Actively participate in discussions with leadership and partners to review quality standards, trends and actions for improvement

•Meet team productivity expectations and internal quality standards

•Maintain confidentiality and privacy of quality scores, data, and customer information

•Demonstrate fairness and unbiased judgment

•Partner with supervisors and management staff to achieve team/dept. goals

•Demonstrate regular and predictable attendance.

•Perform other duties as assigned

Position Requirements

•Solid background in bankcard operations and/or Quality Monitoring

•Knowledge of bank policy, procedure, and collection regulations a plus

•Demonstrated math skills, effective communication skills (verbal and written) and proven knowledge in Microsoft Word, Outlook and Excel

•Possess a strong teamwork ethic with the ability to work with personnel at all levels

•Capable of working on multiple tasks and projects to meet deadlines

•Ability to collaborate effectively and follow up to ensure achievement of deadlines, outcomes, and results

•Exhibit a professional demeanor, be detail oriented, quality focused and possess strong organizational skills

•Must be a self-starter with the ability to work independently and in a team setting with minimal supervision

•Demonstrate company core values of excellence, ownership, collaboration, and integrity

Preferred

•Bachelor’s degree in business or related field