Senior Associate - Unit Manager, Relationship Recovery (Work From Home)

Overview

Senior Associate - Unit Manager, Relationship Recovery (Work From Home)

As a Unit Manager in Relationship Recovery (R2) you will lead a dynamic team of back office  associates who review and take action on NPS (Net Promoter Score) surveys from customers who express dissatisfaction with Capital One.  The R2 team gathers information from customer surveys to recover customer trust, inform frontline associate coaching, improve processes and uncover and capture customer insights.  In addition, the R2 team is responsible for ensuring customer remediation actions are resolved in a timely and thorough manner.  This dynamic team is often engaged as a partner to support unique strategies and initiatives.  

Unit Managers manage, develop and motivate an internal team of 14 - 18.  As a UM, you will be responsible for owning and managing the efficient operation of your team as well as collaborating with teams throughout Card. You will develop and motivate your team and strive to exceed standards of customer service and casework. . You will also need to demonstrate expertise in finding new and innovative ways to find efficiencies and meet and exceed department goals. You will have interaction with a wide variety of stakeholders and you will need to easily communicate with all levels to ensure customers’ needs are met and associates are motivated and meeting goals.

A successful candidate is a dynamic, analytical people leader who is passionate about delivering top-notch results while cultivating a high-performing group. You must work closely with your team daily to drive expected results and be ready to pivot quickly when needed.  A successful UM will also create energy and maintain high levels of morale through change and be able to adapt to new priorities when necessary.

General Responsibilities:

• Coach and develop direct reports. Monitor performance including quality and regulatory adherence. Conduct monthly check-ins and hold team meetings. Partner with associates and leadership  to identify performance trends.

• Review monthly calls & cases and perform quality assessments and provide actionable feedback within a timely manner to associates.

• Collaborate effectively with leadership to deliver a one-team approach to queue performance

• Provide associates with resources to help achieve goals and have development conversations

• Manage business level metrics (case completion, SLA, QA scores, call efficiency) to high  standards.

• Share in the accountability for a business level function team (Logistics, quality, innovation, morale).

• Drive business improvements from identification to implementation in a reasonable timeframe.

• Act as SME and POC for project and Intent spaces, identifying opportunities and partnering to influence process improvements 

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 are 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 3 years of bank or credit card servicing 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

• 4+ years of bank or credit card servicing experience

• 2+ years of using operational data to influence business decisions

• 2+ years of coaching, mentoring, or people leadership experience

• 2+ years of experience presenting written and verbal communications to senior leadership teams

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.

Remote (Regardless of Location): $78,400 - $89,500 for Unit Manager

Richmond, VA: $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.

Capital One 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. 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

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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).