Work from Home, Senior Associate-Customer Advocate

Work from Home, Senior Associate-Customer Advocate

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)

• 23320 (Chesapeake, VA)

• 33634 (Tampa, FL)

• 89144 (Las Vegas, NV)

• 75024 (Plano, TX)

• 19801 (Wilmington, DE) 

• 68521 (Lincoln, NE)

• 56301 (St. Cloud, MN)

​​As Senior Associate within the CAO Quality team, you serve as the final line of defense for Tier 3 Complaint resolutions. You are responsible for the rigorous quality oversight of all high-level cases, ensuring 100% alignment with regulatory mandates and internal deadlines. By conducting meticulous audits of associate submissions, you safeguard our regulatory standing and uphold the integrity of the customer experience. This is a dynamic role requiring a high degree of agility. The ideal candidate will seamlessly transition between managing high-risk Special Handling cases and performing Tier 3 case reviews and should be comfortable pivoting priorities in real-time to support emerging workstreams and the evolving needs of the team.

• Autonomously manages the full review of cases worked by advocates to ensure full and complete adherence to regulatory requirements/deadlines and in support of the customer experience. Leverages judgment and subject matter expertise from multiple operational areas, tools, and resources.

• Reviews all complaint-related customer communications, both verbal and written. Excellent written and verbal communication skills, judgment and attention to detail are required. 

• Ensures cases are worked in a way that is accurate and allows for proper data collection in order to drive business insights.

• Owns, drives and is accountable for the most escalated and complex cases that hit specific triggers. These require partnership with SLT, Legal, Compliance and other areas of the business. Cases carry a high business, regulatory and/or reputational risk to the company. These may also require a slight variation in schedule to ensure we are available for all hours of operation.

• Researches, analyzes and documents root cause(s) that drove the complaint(s), partnering with business groups, Legal and Compliance. 

• Develops a deep understanding of the case, draws conclusions, uses sound judgment, critical thinking, and problem solving skills to make decisions when resolving customer situations across multiple specialties.   

• Supports the department by assisting with complex case questions, sharing SME knowledge, and, when applicable, providing insight to the leadership team to share opportunities in case handling.

• Requires ability to identify the specific area(s) of potential legal and/or compliance exposure and partners with an attorney and/or advisor to propose resolution. 

• Meets deadlines, manages all documentation and priorities and helps ensure compliance with all banking and financial policies, guidelines and regulations. 

• Leverages critical thinking and expertise to anticipate and identify issues and propose solutions that mitigate risk within the business.

• Manages time appropriately to ensure production expectations are met.

• Maintains a deep understanding of applicable laws and regulations. 

• Involves ability to pivot quickly when work is reprioritized. There are many instances of new and changing work that happens in CAO, so the ideal candidate for this role will be able to swiftly adapt to change. 

• May include synthesizing complex research data into concise, high-impact briefings and executive readouts, delivering strategic recommendations to senior leadership and key stakeholders to drive informed decision-making

Competencies:

• Problem Solving: Applies sound inquiry and analysis to make recommendations and decisions; Generates and drives solutions that solve existing issues, does not recreate the wheel. 

• Judgment: Balances facts, priorities and constraints with common sense and intuition t