Work at Home - Sr. Associate, Operations Coach - Debit and ATM Fraud

Work at Home - Sr. Associate, Operations Coach - Debit and ATM Fraud

Senior Associate on the Debit and ATM Fraud Strategy team will be responsible for managing a team of investigators on the flash fraud team. The investigators on the flash fraud team perform highly complex research and analysis to detect & mitigate emerging fraud trends. This associate will manage the team’s performance, provide coaching to the associates, and communicate the team’s results more broadly beyond the team. This associate is expected to be the main point of contact for elevating flash fraud trends with leadership (Director+) and across teams. The associate will recommend, develop, and execute process improvement projects within the team as needed. 

The role’s responsibilities include: 

People leadership: 

• Actively coach and develop associates; facilitate & manage team routines

• Administrative management duties such as time card approval, performance reviews and performance scorecard delivery

• Drive results to meet the performance expectations from the team 

Act as the primary POC for flash fraud events across ATM and Debit: 

• Elevate trends and events identified by all Debit and ATM reports worked by the flash fraud team incl. high dollar reviews

• Be the primary point of contact for flash fraud trends, coordinate execution of mitigation actions, own communications within team (including at weekly meetings) and across teams, answer questions from leadership (Director+)

Process improvement:

• Review existing reports and make recommendations to improve team efficiency/performance 

• Integrate new scope to the team as required in a well managed way. This includes coordinating with multiple teams across retail bank 

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 1 year of experience in Fraud 

• At least 1 year of Coaching, Mentoring, or People Leadership experience

• At least 3 years experience working in the financial industry

• At least 2 years of experience using Google Suite or Microsoft Office

 

Preferred Qualifications:

• Bachelor’s Degree or Military experience

• At least 2 years of People Leadership experience 

• At least 2 years of experience in Fraud 

• At least 1 year of Process Management experience 

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,