Serves as a Leader in providing support for both internal and external customers of CLUB on high risk escalated customer complaints and feedback, especially in the Legal or Compliance areas. Must be able to execute highest level duties for all respective areas of the CLUB. Must be able to obtain Class II Credit License. Highly confidential information is handled on a regular basis. Routinely makes judgmental decisions. Ability to consistently exceed customer expectations and show commitment to Cabela's Core Values. Address and resolve team escalations while providing guidance and / or feedback to Customer Care support and Customer Advocacy to document root cause and ensure the situation does not occur. Handle escalated calls/issues, answer questions on the spot provide training and coaching to Outfitters. Demonstrate connection with customers through empathy, respect, and active listening. Show ownership, responsibility, and embrace opportunities. Strong writing and problem-solving skills. Function as an extension of the supervisor. Access to 16 digit account number required.
Essential Job Functions:
Lead resolution of escalated customer complaints with high legal or regulatory risks. Research issues, identify root cause and take action to resolve in compliance with all related processes, procedures and regulations. Strong written, verbal and non-verbal communication skills to respond to regulatory complaints and serve as the liaison with the FDIC, Better Business Bureau or other regulatory agencies. Execute highest level duties for the CLUB, including customer facing and non-customer facing areas. Work with management teams to identify improvement opportunities.
Exemplify Superior customer service by working closely with Customer Advocacy to execute a "white glove" standard, creating an optimal customer experience who have filed a customer complaint or expressed low satisfaction with Cabela's CLUB. Determine customer preferred method of communication, identify all possible solutions to meet customer needs and respond in a timely and effective manner. Coordinate daily operations with the team to ensure tasks are completed timely.
Lead collaboration with other departments as needed to resolve customer comments and escalated complaints, especially Legal and Compliance teams. Communicate comments, request information and support related to comments and update stakeholders on resolutions as appropriate.
Partner with other departments as needed to create and modify business practices and create and execute reporting including compliance, operational controls, customer advocacy and quality management. Collaborate on performance monitoring and solutions to drive effectiveness of business operations. Represent the business unit on relevant projects and drive decision making on processes relevant to business unit. Serve as the Supervisor when appropriate, including during Supervisor's absence. Provide reporting on customer feedback.
Ensure compliance and/or regulatory standards are met for high risk processes such as Fair Credit Reporting Act Regulation B, Regulation Z, Fair Lending and UDAP. Be aware of relevant compliance regulations and execute tasks in accordance with regulations. Lead collaboration amongst business unit to identify, track and report on any compliance and/or regulatory concerns/issues within policies and procedures and implement required changes as necessary. Subpoena research. Participate in creation of risk assessments to drive prioritization of focus, controls and testing.
Lead validation of current processes to ensure they are accurately documented with Standard Operating Procedures (SOP)'s. Provide updates and execute training and communication as appropriate on changes.
Analyze business practices ongoing and proactively identifying deficiencies and presents solutions to mitigate risks. Research, analyze and summarize findings and present to leadership in an effective manner to influence business-decision-making.
Other duties as assigned my management.
4 to 6+ years previous retail experience required.
Legal or compliance experience preferred
Must be a self-starter
Strong analytical skills
Must be detail oriented and have the ability to prioritize multiple tasks effectively while accurately and efficiently completing work in a timely manner
Must exemplify Cabela's core value of superior customer service
Must demonstrate accountability by taking ownership, being responsible and embracing opportunities
Possess exceptional communication and de-escalation skills for communicating with customers
Must have strong verbal and written skills for communicating with customers and regulators
Must have problem solving skills and ability to research customer issues
Understands expectations and demonstrates the ability to cooperate with a variety of people to achieve results
Encourages fellow team members and shares acquired skills to continue training and embrace new ideas
Ability to act as a leader and a positive team member
Ability to obtain a lending license
Bass Pro offers a competitive salary and comprehensive benefits package including, generous product discounts, 401K savings plan, and Health and Dental coverage for you and your family.
Bass Pro is an Equal Opportunity Employer (EOE) and we seek to create an inclusive work place that embraces diverse backgrounds, life experiences and perspectives.
Bass Pro shows commitment to the men and women who have served in the United States Armed Forces by providing meaningful, challenging career opportunities where military skills and experience may be applied.