Capital One · 3 months ago
Senior Associate - Unit Manager, Customer Advocacy Office (Work From Home)
United States
Full-time
Remote
Mid, Senior Level
$78K/yr - $90K/yr
3+ years expCapital One is a financial services company, and they are seeking a Senior Associate - Unit Manager for their Customer Advocacy Office. The role involves managing escalated customer complaints, leading a team of Customer Advocates, and ensuring high standards of customer service and experience.
BankingCredit CardsFinanceFinancial Services
No H1B
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
Qualification
Required
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
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 sight to every device on the network
Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)
ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met
Preferred
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
Benefits
Performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
Comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being
Company
Capital One
Capital One is a financial services company that provides banking, credit card, auto loan, savings, and commercial banking services.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$5.45BKey Investors
Berkshire Hathaway
2025-09-11Post Ipo Debt· $2.75B
2025-01-30Post Ipo Debt· $1.75B
2023-05-15Post Ipo Equity· $954M
Leadership Team
Lo Li
CTO, Managing Vice President Retail Bank
Daniel Arellano
Senior Vice President, Business Cards and Payments
Recent News
2026-01-09
Bizjournals.com Feed (2025-11-12 15:43:17)
2026-01-09
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