Job Details

Senior Associate-Customer Advocate

Work from home. 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 mileradius 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 to make decisions; Deals with ambiguity and cuts through distractions to discern the core priorities.

+ Communication: Understands the need(s) and appropriately tailors written and verbal communications; Delivers accurate, direct and straightforward information.

+ Customer Focus: Builds our Brand by creating the optimal customer experience at every opportunity; actively pursues solutions that address customer needs and expectations.

Schedule: Department hours of operation are 7:00 AM -8:00 PM local time

Basic Qualifications:

+ High School Diploma, GED or Equivalent Certification + At least 1 year of experience writing communications for external customers + At least 2 years of regulatory case management experience + At least 2 years of experience with Empath + At least 2 years of experience working with cross functional teams + At least 2 years of compliance, legal, or risk experience + At least 3 years of customer service 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 experience working with Compliance, Legal or Risk + At least 3 years of experience writing communications for external customers + At least 3 years of experience in escalations + At least 3 years of experience with Empath, Vintage, Omega, Hubble, or LexisNexis

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.

Plano, TX: $80,800 - $92,200 for Sr. Customer Advocate Chesapeake, VA: $80,800 - $92,200 for Sr. Customer Advocate Tampa, FL: $80,800 - $92,200 for Sr. Customer Advocate Lincoln, NE: $80,800 - $92,200 for Sr. Customer Advocate Las Vegas, NV: $80,800 - $92,200 for Sr. Customer Advocate Wilmington, DE: $80,800 - $92,200 for Sr. Customer Advocate St Cloud, MN: $80,800 - $