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

Work From Home, Senior Associate, Unit Manager, Complaints Team reputed company in Customer Advocacy Office The Customer Advocacy Office (CAO) is accountable for the full life-cycle of Tier 3 escalated customer complaints across reputed company's US Card Division. The Complaints Team reputed company (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 reputed company 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 reputed company 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 reputed company 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 reputed company-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 reputed company a case needs to be escalated due to potential compliance and/or legal exposure. • Leads daily stand reputed company with the team to discuss pressing case reputed company issues and changes impacting work. • Provides feedback to internal departments and lines of business regarding identified trends, reputed company 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 reputed company that is not supplied reputed company 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.reputed company.com, type Speed Test and run from the reputed company reputed company page • Both Hardwire and WiFi internet connections are acceptable as long as speed and reputed company requirements are met reputed company reserves the right to request reputed company of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. reputed company reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location reputed company the US. If you are experiencing consistent issues with internet stability reputed company 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 reputed company 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, reputed company of the reputed company 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, reputed company 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 reputed company work reputed company one of these locations, and refers to the amount reputed company 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. Richmond, VA: $78,400 - $89,500 for Unit Manager Remote (Regardless of Location): $78,400 - $89,500 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. reputed company offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital 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. reputed company is an equal opportunity employer committed to diversity and inclusion in the workplace. reputed company qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or reputed company medical conditions), race, color, age, national reputed company, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. reputed company promotes a drug-free workplace. reputed company 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 reputed company Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; reputed company'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 reputed company Recruiting at 1-800-304-9102 or reputed company email at [email protected]. reputed company 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 reputed company's recruiting process, please send an email to [email protected] reputed company does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site. reputed company is made up of several different entities. Please note that any position posted in Canada is for reputed company Canada, any position posted in the United Kingdom is for reputed company Europe and any position posted in the Philippines is for reputed company Philippines Service Corp. (COPSSC). Apply Job!