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Back Office Supervisor

6801 S Cimarron Rd, Las Vegas, NV 89113, USA Req #713
Monday, May 3, 2021

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. One of the fastest-growing credit card providers in the United States, Credit One Bank offers credit cards through the Visa®, Mastercard® and American Express® networks. Credit One Bank is the Official Credit Card of NASCAR®, the Las Vegas Raiders, the Vegas Golden Knights, and Best Friends Animal Society, and is a proud partner of WWE and Six Flags®. Learn more at CreditOneBank.com and on social media (@CreditOneBank) on FacebookInstagramTwitterYouTube, and LinkedIn.

 

We are looking for highly qualified professionals at our state-of-the-art, corporate headquarters in Las Vegas, NV. In addition to providing our card members with superior value and service, we are dedicated to providing engaging and challenging career opportunities for our employees. As a member of the Credit One Bank team, we’ll help you be your best and support you so you can reach your full potential.

Position Summary

This position will supervise all activities involving credit card customer inquiries, complaints or issues as well as develop, manage and monitor a team of 15+ Customer Service agents.

Summary of Essential Job Functions

  • Provides improvement input with regard to assorted Customer Service Department areas such as systems, policies, processes, procedures, etc.
  • Monitors all work products with regard to progress, accuracy, quality, and timeliness.
  • Supervises day-to-day operation of a team comprised of Customer Service Representatives and/or Vendor agents.
  • Responsible for the development and on-going training of all representatives assigned to the Back Office process. 
    • Strong emphasis on representative development and team building.
    • Create and sustain a positive culture and teamwork amongst employees.
    • Provide individual counseling to employees to motivate them to produce quality work.
    • Conduct monthly performance one on ones.
    • Review process data to improve productivity and efficiency.
    • Monitors all work products with regard to progress, accuracy, quality, and timeliness.
  • Guarantees timely and accurate completion of all reports relevant to their team’s performance, productivity and records.
  • Ensures proper completion of all Human Resource deliverables, i.e. salary actions, corrective actions, time sheets, etc.
  • Become a subject matter expert in the Back-Office process.
  • Manages special projects as determined by upper management.
  • Provides assistance and guidance to all Customer Service personnel as necessary.
  • Clearly delineates and distributes work product to areas of responsibility.
  • Assist in the hiring process for new employees.
  • Provides assistance and guidance to all Customer Service personnel as necessary.
  • Performs other duties as assigned.

Position Requirements

  • Must possess 3+ years in a Customer Service environment or closely related field.
  • Clearly defined and demonstrated superior customer service skills
  • Prior supervisory experience is preferred.
  • Prior Back Office or Disputes experience is preferred.
  • Proven ability to educate, train and develop staff employees.
  • Excellent verbal and written communication skills.
  • Must have proficient PC skills (Microsoft Word, Windows, Excel, etc.).
  • Clearly defined and demonstrated customer service skills. 
  • College, business training and supervisory experience is preferred.
  • Physical Requirements

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 


    While performing the duties of this job, the employee is regularly required to sit.  However, the employee may choose to stand and move within cubicle area.  The employee is frequently required to use hands to finger, handle, feel, talk and hear; reach with hands and arms.  Must possess the ability to effectively hear and communicate.  The employee is occasionally required to stand and walk.  The employee must occasionally lift and/or move up to 2 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. 


    Based on the Fair Labor Standards Act (FLSA), management has analyzed this position and determined it to be exempt.

    Credit One Bank, N.A. is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

    Credit One Bank does not accept unsolicited resumes from agencies and is not responsible for related fees.

    Other details

    • Pay Type Salary
    • 6801 S Cimarron Rd, Las Vegas, NV 89113, USA