Capital One Work Home Senior Associate Unit Manager Complaints 

United States, Virginia, Richmond 

855808371

:

• 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.

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that isnotsupplied 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

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred

  • 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.

Basic Qualifications:

• High School Diploma, GED or Equivalent Certification

• At least 2 years of experience in people leadership

• At least 1 year of experience in escalations

• At least 2 years of experience in customer service

Preferred Qualifications:

• Bachelor’s Degree or military experience

• At least 1 year of case experience

• At least 3 years of operations experience

• At least 3 years of using operational data to drive decisions

• At least 3 years of legal or compliance exposure

• At least 3 years of experience presenting written and verbal communications to senior leadership teams

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

. 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.