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 a Unit Manager at Capital One, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. Creating excitement and maintaining high levels of morale through change are essential for leaders within Capital One. Unit Managers manage, develop and motivate an internal team of 15 - 25 associates and strive to exceed standards of customer service and experience.
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.
Basic Qualifications:
High School Diploma, GED, or equivalent certification
At least 3 years of escalations experience
At least 1 year of coaching, mentoring, or people leadership experience
At least 2 years of experience using Google Suite or Microsoft Office
Preferred Qualifications:
Bachelor’s Degree or military experience
At least 3 years of operations management experience
At least 3 years of using operational data to drive decisions
At least 3 years of legal or compliance experience
At least 3 years of experience presenting written and verbal communications to senior leadership teams
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
Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider
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
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or
56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
We are unable to consider applicants who:
Do not maintain network-compatible internet access
Live or work beyond the 100 mile radius of their dedicated location, or
Live or work in the state of California.
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.
Sales Territory: $80,800 - $92,200 for Unit Manager
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.
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.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.
This role is expected to accept applications for a minimum of 5 business days.No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.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
Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.
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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.
Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.