Operations Support - Customer Communications - Back Office Contact Processing

Description

Position Summary 

Credit One Bank is looking for an Operations Support - Back Office Contact Processing within the Customer Service Team to develop, implement, and manage clear, accurate, and consistent communication for our credit card operation teams. This position will primarily be responsible for acting as subject matter expert for the Assentis system (including DocAdmin and DocWrite) and for all other cardmember communications and platforms. This requires extensive technical knowledge, the ability to write clear consistent communications, in addition to the management of the change process ensuring that the bank maintains compliance. The person in this role will spend at least 50% their time developing, editing, and researching in Assentis. This role is not a typical analyst role. Please review the Job Functions and Position Requirements before applying.

Summary Essential Job Functions

• Research, document, edit, and update content in the development of print and digital communication across multiple platforms. Including the creation, editing, and mapping of variables and variable sets, as well as ad hoc remediation or assistance.
• Build strong relationships with business stakeholders and third-party print/mail vendors to identify gaps and inconsistencies, and improve operations processes related to new systems, products, functions, policies, and soft skills.
• Learn the functions and impacts of the business area(s) you support, to build creditably and ensure accurate and compliant communications that support positive cardmember experiences. 
• Ensure consistent and high-quality communications by completing letter quality audits to confirm accuracy and brand consistency that adhere to the Credit One Bank Writing Style Guideline and compliance expectations.
• Manage or support the department’s intake process to ensure accurate prioritization and the timely completion of deliverables. Including the timely coordination and completion of project related correspondence.
• Monitor monthly invoicing and daily reporting to ensure production flows, identify agent behavior concerns and identify/resolve any potential platform errors. Including daily Delayed and Rejected Reports.
• Manage or support updates to the communication platforms by revising bullet points, components, and templates to ensure the accurate and timely publication of new and edited communication. Recommend system improvements as necessary. 
• Conduct User Acceptance testing and create files, in coordination with IT, to complete content uploads to the production environment.
• Perform other duties as assigned.

Position Requirements

• 3+ years of relevant experience in an operations and/or customer service environment.
• Strong technical and analytical aptitude.
• Extremely dependable and superior time management skills.
• Excellent communication, problem-solving, and project management skills.
• Highly organized and detail oriented with a strong focus on quality and integrity.
• High level of competency in Word, Excel, and PowerPoint and familiarity with systems such as SharePoint and JIRA.
• Ability to collaborate effectively and follow-up to ensure achievement of deadlines.
• Must be open to a flexible schedule during IT maintenance windows for testing and releases to production.
• Demonstrate company core values of excellence, ownership, collaboration, and integrity.

Preferred 

• Credit Card Industry experience.
• Knowledge and understanding of compliance controls and risk management.
• The ability to read/identify XML data.

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.