Work From Home, Senior Associate-Unit Manager

Capital One•Chesapeake, VA

1d•Remote

About The Position

Work From Home, Senior Associate-Unit Manager Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice. 23060 (Richmond, VA) 23320 (Chesapeake, VA) 33634 (Tampa, FL) 89144 (Las Vegas, NV) 75024 (Plano, TX) 19801 (Wilmington, DE) 68521 (Lincoln, NE) 56301 (St. Cloud, MN) As a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience. The Customer Advocacy Office (CAO) is accountable for the full life-cycle of Tier 3 escalated customer complaints across Capital One’s US Card Division. The Complaints Team Lead (CTL) is more than a Unit Manager. As a CTL, you will be responsible for owning and managing the case inventory for your team of exempt-level Customer Advocates. You will also develop and motivate your team and strive to exceed standards of customer service and experience. A successful candidate is a dynamic, analytical leader who is passionate about delivering a top-notch customer experience while cultivating a high-performing group. CAO fosters an environment of continuous improvement and endless opportunities. Creating energy and maintaining high levels of morale through change are essential for leaders in CAO. If you are also a strong integrative thinker, creative problem solver and possess exceptional judgment and strong interpersonal and relationship-building skills, then this is the job for you!

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of escalations experience
At least 1 year of coaching, mentoring, or people leadership experience
At least 2 years of experience using Google Suite or Microsoft Office
Secure home office environment that is free from background noise and distractions
Reliable private internet connection that is not supplied via cellular data or hotspot is required
A private network that is password protected where you have ownership or line of site sight to every device on the network
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
Capital One reserves the right to request proof of internet provider, speed and service package from the associate.
Requirements are subject to change, as new systems and technology is delivered.
Capital One reserves the right to modify internet service requirements with sixty (60) days notice.
Internet Service Provider specs can change by provider and location within the US.
If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or 56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
We are unable to consider applicants who: Do not maintain network-compatible internet access Live or work beyond the 100 mile radius of their dedicated location, or Live or work in the state of California.

Nice To Haves

Bachelor’s Degree or military experience
At least 3 years of operations management experience
At least 3 years of using operational data to drive decisions
At least 3 years of legal or compliance experience
At least 3 years of experience presenting written and verbal communications to senior leadership teams

Responsibilities

Manages team case inventory and reporting.
Leverages data daily to identify case age and location in process.
Proactively manages timelines of all inventory and is responsible for overall team’s turnaround time on complaint closures.
Addresses and removes roadblocks for the team to expedite case closure and manages extensions.
Acts as POC for leadership on pending cases.
Coaches and develops direct reports.
Monitors performance including quality and regulatory adherence.
Assists with professional development.
Conducts weekly check-ins and holds team meetings.
Partners with other Complaints Team Leads to identify performance trends.
Has general understanding of applicable laws and regulations and can identify when a case needs to be escalated due to potential compliance and/or legal exposure.
Leads daily stand ups with the team to discuss pressing case related issues and changes impacting work.
Provides feedback to internal departments and lines of business regarding identified trends, when applicable.
Drives business improvements from identification to implementation in a reasonable timeframe.