Bass Pro Shops

Operations

• Analyze operational control and compliance adherence, identify gaps and opportunities, and ensure practice matches process
• Perform store walks to assess day-to-day operations and effectiveness
• Leverage findings from CLUB operational control and compliance store walks, testing plans, FDIC, Audit and other reviews
• Develop, document and track trend reporting for oversight of business processes, procedures and controls
• Lead development and execution of operational controls and compliance solutions, including process improvement, training and communication
• Partner with business unit stakeholders to execute and monitor documented processes and procedures
• Prioritize operational controls and compliance efforts based on risk, strategic priorities and business need
• Partner with store, divisional and CLUB leadership regarding compliance and regulatory risks, requirements and issues
• Ensure stakeholder-identified solutions addressing compliance risks are implemented
• Provide technical assistance to CLUB and retail stakeholders
• Maintain working knowledge of relevant regulations and provide guidance on business initiatives
• Lead and participate in operational control and compliance tests, audits and reviews
• Gather and submit information, respond to findings and develop solutions
• Serve as primary liaison for auditors, regulators and other stakeholders
• Foster a culture of compliance and influence leadership decision-making and employee awareness

Field Operations Partner

Customer Support

• Handle inbound customer service calls, customer support contacts, and chat support interactions
• Respond to inquiries about account information, order status, products, returns, exchanges, shipping, billing, promotions, and other customer service matters
• Deliver first-call resolution using contact center resources, systems, and problem-solving skills
• Navigate multiple customer service and contact center systems simultaneously
• Document interactions accurately and support customer needs
• Identify sales opportunities through product recommendations, cross-selling, upselling, and promotion of Bass Pro Shops and Cabela's products and services
• Manage escalated customer service situations with empathy, professionalism, and conflict-resolution techniques
• Maintain knowledge of products, promotions, policies, procedures, and system updates
• Participate in coaching, training, and development activities
• Perform other assigned duties

Field Operations Partner

Customer Service Representative – Contact Center