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Back Office Contact Processing - Operations Senior Manager - M3

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Location: Las Vegas, NV, United States
Date Posted:

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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

This role is responsible for the Customer Communication Team (CCT) which includes Letter Creation and Approval Management, Letter Library, Print Vendor Management, Invoicing, Reporting, and Platform Administration.

Essential Job Functions:

  • Guide communications team’s approach to writing through appropriate voice and persona. Write new correspondence and edit existing letters as needed
  • Maintain knowledge of effective methods for communicating with a customer audience while ensuring brand adherence and service guidelines are upheld
  • Submit correspondence for review and manage the approval process
  • Maintain Compliance approval library that consists of documented approvals of each record
  • Manage letter intake process for all lines of business, ensure accurate and sufficient information is obtained during the intake process
  • Maintain correspondence naming convention across all communication platforms
  • Participate in release planning, product launches, and organizational readiness meetings for project letters
  • Facilitate weekly vendor meetings and coordinate open items between the bank and letter vendor
  • Coordinate with IT, UAT testing, and print vendor to complete new letter builds
  • Execute mailings for AdHoc letters when applicable, coordinate mailing with print vendor, IT, UAT and other lines of business
  • Collaborate with key stakeholders from across the bank to identify gaps and inconsistencies; develop, recommend, and implement correspondence improvements
  • Monitor existing letters to ensure accuracy and adherence to evolving brand standards and procedures
  • Collaborate with data team to create letter reporting. Review daily letter reports and analyze letter volumes, report any findings
  • Reconcile monthly invoicing and EOM estimates
  • Responsible to research and provide audit responses pertaining to letters and platform findings. Conduct routine audits of internal systems for letter trigger malfunctions
  • Coordinate bi-weekly Assentis content release within IT maintenance window
  • Execute communication roadmap with a detailed understanding of company objectives, project’s initiatives, value, and priorities
  • Serve as the escalation point for all issues with Customer Communications
  • Troubleshoot daily letter file delays when applicable, act as liaison between NOC and print vendor to ensure timely processing of daily letter file
  • Drive letter project performance to make sure all interactions are meeting targeted expectations
  • Manage 2-4 exempt FTE
  • Perform other duties as assigned

Position Requirements:

  • BA or BS in a related field, or equivalent work experience
  • 3-5 years’ experience writing for a customer audience
  • 3+ years of managerial experience
  • Strong technical and analytical aptitude required
  • Excellent interpersonal and relationship-building skills
  • Excellent written and oral communication skills
  • A track record of conceiving and delivering innovative solutions that support the customer experience.
  • Project management experience
  • Strong business judgment
  • Expert skills in Microsoft Office, Excel & Jira


  • Financial Services and/or Credit Card Industry experience
  • Knowledge and understanding of compliance controls and risk management
  • Experience developing integrated communications strategies and plans that align with business objectives
  • Experience in crisis communications and issues management, particularly for a large, consumer-oriented organization


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.