המקום בו המומחים והחברות הטובות ביותר נפגשים
The Customer Advocacy Office within ECHOS is responsible for:
Researching and decisioning Card Tier 3 complaints
Partnering with Research Partners, Legal and Compliance to ensure completeness
Elevating breakdowns in the servicing experience or are discovered throughout the investigation process
We have ~100 associates in the department spread across 3 main geographies (Richmond, Tampa and Las Vegas)
Providing Operational Excellence
Ultimately responsible for day-to-day operational aspects of CAO
Leading the ops teams by proactively understanding intended throughput, identifying operational obstacles or impediments, and/or escalating issues that need resolution
Lead and guide performance management activities to ensure operational excellence while supporting advocate growth and success
Proactively communicate with key stakeholders the health of the business and any challenges seen on the horizon
Influencing and Problem Solving
Consulting with research partners and horizontal functions to identify challenges and inefficiencies within the operational processes and work to identify and provide solutions
Help prioritize efforts of the EPIC team to address high-value opportunities that impact operational KPIs and the customer experience
Leadership -Influencing, challenging and enabling associates as the teams work through T3 complaint cases. Do so with heart, empathy, fun with an eye for being well managed.
Curiosity -You ask why, you explore, and you’re not afraid to come to the table with a totally new idea. Solving complex problems is what drives you and you like taking on new ones
Do-er -you have a bias towards action, try things and sometimes fail. You work in scaled agile frameworks and have iterative delivery with a focus on results
Analytical -You're NOT scared of numbers; instead you believe they help illuminate the truth
You lead with human centered design as the basis for decision making and influencing outcomes
Basic Qualifications:
High School Diploma, GED or equivalent certification
At least 2 years of experience in Operations Management
At least 2 years of experience in People Management
At least 1 year of experience of delivering initiatives
Preferred Qualifications:
Bachelor's Degree
3+ years of experience in Operations Management
3+ years of experience in People Management
. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.
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