Work From Home, Senior Associate, Unit Manager, Complaints Team Lead in Customer Advocacy Office

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!

General 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.

Work from Home Technology Requirements

• 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

  • 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.

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

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

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website. 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 RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).