Back Office Contact Processing - Operations Support Analyst I - P1

Position Summary

Credit One Bank is looking for a Back Office Operations Analyst I. This position will report directly to the respective Manager and primarily support the team to resolve correspondence inquiries as presented from Cardmembers and enhance department procedures. The Operations Analyst I will follow policies, procedures and use sound judgment in reviewing and monitoring items and shall require the expectation of meeting and/or exceeding department and company standards, will ensure to deliver the highest quality reporting and analysis solutions to support the operations of our growing financial services organization. This will include analyzing current processes, identifying opportunities to improve automation, cardmember communications, and performing ad hoc deep dive analysis to support strategic decision making.

The ideal candidate will have strong background in documenting processes, robotic automation, and service provider management. The candidate must have excellent communication skills and should be able to convey statistical information to a diverse community of professionals.

Essential Job Functions:

• Strong organizational skills and ability to multitask are crucial.
• Collaborate with colleagues and business leaders to identify opportunities for improvement and root causes.
• Collaborate with peers across the organization to identify and submit updates to policy and procedural gaps.
• Dedicate self to become a Subject Matter Expert in all Back-Office matters involving/impacting the customer and business.
• Provide exceptional support to Service Providers.
• Extensive dealing with various levels of management to present proposed ideas, share feedback for improvement to agent performance and new product launch results.
• Strong interpersonal, communication and relationship building skills.
• Develop and maintain custom reporting and analysis solutions with an eye toward future automation opportunities.
• Conduct in-depth analysis of our various businesses and develop deep understanding of key value drivers to identify improvement areas and opportunities
• Provide training and mentoring to drive quantifiable improvement in delivery performance, effectiveness, and efficiency.
• Understand and clearly communicate impact of procedure or strategy changes while leveraging available data sources to validate assumptions.
• Identify opportunities to improve processes and drive customer satisfaction, share findings and recommendations with management, partner with leadership to create and execute improvement plans.
• Develop and maintain custom reporting and analysis solutions with an eye toward future automation opportunities.
• Manage Back Office Robotics Process Automation.
• Manage assigned reporting and analytics projects under tight deadlines.
• Responsible for understanding all applicable regulations and guidelines as well as business industry standards.
• Maintain compliance standards.
• Perform other duties as assigned.

Position Requirements:

• Preferred 2 years of Banking experience – Credit Cards.
• Excellent verbal / written communication and organizational skills
• Problem resolution / investigative abilities and meticulous
• Proficient in Python, Tableau, or SQL
• Ability to disseminate significant amounts of information with attention to detail.
• Ability to maneuver efficiently and effectively in a Windows environment, account maintenance systems and relevant external industry platforms.
• Must be an initiative-taker with the ability to work independently and in a team setting with minimal supervision.
• Extremely dependable and superior time-management skill
• Bachelor’s degree in business or related field 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. 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.