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Knolls 3 (12038), United States of America, Glen Allen, VirginiaAt 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.Unit ManagerAre you a dynamic, analytical leader who is passionate about delivering top-notch customer experience while cultivating a high-performing group? If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you! As a Unit Manager you will lead day-to-day activities of a high visibility multi-function, multi-team operation. You will translate data into a story that will help drive the team towards achieving individual, team and business metrics.The Customer Advocacy Office drives complaint resolution and partners with designated business area contacts to research customer complaints and/or system breakdowns. Adherence to the Enterprise Complaint Standard, driving complaint reduction, mitigate/eliminate regulatory risk, and executing operational strategies are key outcomes as a leader of this organization. The ideal candidate will have excellent oral and written communication skills, combined with a passion for well-managed process execution, complex servicing resolution, and building a highly-engaged culture through effective servant leadership practices. If you enjoy engaging with a dynamic workforce to deliver problem-solving skills for complex servicing situations, then this role will satisfy those needs and many more.Responsibilities: Managing, monitoring and driving complaint closures with teamAddresses bottlenecks and delays to expedite case closureBe accountable for the team’s inventory, from case assignment, to prioritization and re-assignments, as required Monitor associate performance including quality and regulatory adherence Coach and develop associates Provide feedback to internal departments and lines of business regarding identified trends Provide quality monitors on associates for each individual on the team Be able to evaluate business improvement opportunities Able to interpret regulations and provide guidance to associatesBasic Qualifications: High School Diploma, GED or Equivalent Certification At least 1 year of experience in People Leadership At least 1 year of Call Center Experience At least 2 years of experience in Customer Service At least 2 years of experience in EscalationsPreferred Qualifications: Bachelor’s Degree At least 1 year of experience in Written Correspondence At least 1 year of experience with Chordiant systemAt this time, Capital One will not sponsor a new applicant for employment authorization for this position.
