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

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 escala