Job description

Operations

The Operations department is Credit One Bank’s touchpoint with its customers. They build customer satisfaction and loyalty through best-in-class customer service. We’re all about providing the customer with the service they want at the channel of their choice.

Position Summary

Credit One Bank is looking for a Sr. Process Manager for our Customer Experience Office, who will be responsible for monitoring customer feedback from various channels, identifying trends and opportunities, and driving change to reduce complaints and improve the customer experience.

Essential Job Functions:

• Monitor performance against complaint management key performance indicators. Address gaps and recommend changes as needed to ensure that the goals are achieved and that they remain relevant and aligned to the overall business objectives
• Analyze complaint data and monitor business performance to identify trends and opportunities. Partner with leaders cross-functionally to gain insights and drive initiatives to improve agent performance, address internal process gaps, and fix potential system issues
• Prepare and present results to senior management to showcase improvements, highlight opportunities, and gain support for changes
• Have a thorough understanding of department processes and compliance guidelines. Ensure that processes, procedures, and controls are accurately documented and responses to internal and external audits are thorough and accurate
• Utilize best practices from across the Bank and industry to develop long-term strategies for complaint management; meet targets around effectiveness, costs, and speed to market
• Demonstrate company core values of excellence, ownership, collaboration, and integrity
• Identify and understand applicable regulations and policies
• Perform other duties as assigned

Position Requirements:

• 8+ years of relevant experience that includes one or more of the following: complaint management, operations leadership, process engineering, change management, quality, and customer experience programs
• High level of competency in Excel and PowerPoint, familiarity with data visualization tools such as Tableau, experience leveraging business management tools such as Medallia, NICE, and JIRA
• Ability to analyze data, identify gaps and trends, and solve problems at the strategic and functional level
• Excellent communication, problem-solving, and project management skills. High level of competency in Word, Excel, and PowerPoint
• Bachelor’s degree in business or related field preferred
• Call center and financial services experience preferred

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. 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.

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