Customer Experience Support Analyst II

Description

Position Summary

Credit One Bank is looking for a Support Analyst II for the Customer Experience Office, who will manage and optimize the Customer Impacts and Actions (CIA) processes, including driving process improvements, researching and escalating potential system defects, and reporting on business impacts.

Summary Of Essential Job Functions

• Manage the Customer Impacts and Actions (CIA) research and feedback process. Investigate potential issues, share findings, and influence changes to mitigate future impacts.
• Prepare and present the results of CIA research to senior management to showcase improvements, highlight opportunities, and gain support for changes.
• Ensure that processes, procedures, and controls are accurately documented. Leverage Bank processes, procedures, and resources to research and solve issues.
• Research best practices from across the Bank and industry and leverage your findings to develop long-term strategies for complaint management. Meet targets around effectiveness, costs, and speed to market.
• Collaborate with leadership across the bank to influence change based on feedback collected from card members.
• Understand and comply with internal and external policies, laws, and regulations.
• Consistently demonstrate the company's core values of excellence, ownership, collaboration, and integrity.
• Perform other duties as assigned.
  
  

Position Requirements

• High level of competency in Excel, JIRA, and PowerPoint; familiarity with BI tools like SAS and SQL; ability to develop reporting using visualization tools such as Tableau and Power BI
• Ability to analyze data, identify gaps and trends, and solve problems at a strategic and functional level
• Excellent communication and project management skills
• 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. 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.