Central VA (80001), United States of America, Richmond, Virginia

Sr. Associate, Operations Coach (Work from Home)

As part of the Capital One 360 Bank Operations team, you will join a mobile/digital environment where “status quo” is a dirty word and boundaries are there for exploring. You will be empowered to carry out the mandate of ensuring the day-to-day operations activities are completed accurately and in a timely manner. We pride ourselves on providing the best in class methodologies to ensure the customer experience we provide unsurpassed.

If you’re ready to join a team of savvy professionals who know how to take technology to the next level, who aren’t afraid of getting there quickly, and strive to create simplicity in everyday interactions, then look no further. This is the place for you!

The Debit Card Dispute Operations Coach is responsible for all aspects of daily operations within the department; this includes managing a team of 20 Senior Coordinators in a positive, supportive and motivated production work environment as well as hiring top talent to promote team growth. This person is also responsible for maintaining and ensuring the optimal departmental workflow to achieve corporate and departmental goals. This person will be required to initiate and participate in projects to create efficiencies and reduce risk exposure for Capital One 360. This person will be ultimately maintaining and ensuring the optimal operational flow while balancing the business requirements of the company and providing quality customer services. Monitor daily volumes to meet or exceed department and corporate service level goals. Ensure staff adheres to the policies, regulatory and compliance requirements.

Responsibilities

• Manage the day-to-day processing activities of the department to ensure departmental efficiency and accuracy.

  • Ensure adequate processes and proper management of the team to achieve same day processing including Associate performance tracking.

• Manage and/or participate in various department projects and responsibilities.

  • Incorporate Capital One 360’s core values into the department.

  • Responsible for achieving personal, department, and corporate goals.

• Monitor staff’s progress in achieving personal, department and corporate goals.

• Responsible for the staffing of the department as well as handling employee related issues.

• Provide timely performance appraisals for the team as per company guidelines.

• Monitor the development and maintenance of the department’s policies and procedure to ensure accuracy and completion of updated manuals.

• Ensure staff adheres to the policies and procedures as described in the policy and procedure manual as well as regulatory and compliance requirements.

• Establish and ensure compliance with departmental standards and processes to increase production and accommodate work volumes toward enhanced customer satisfaction.

• Continually work to deliver efficiencies to the processes, which improve the costs, quality and productivity of the department.

• Work with third party vendor who assists with process to ensure adequate level of service and problem resolutions.

• Establish and manage communication channels within and among departments for continuous improvement of service for internal and external Customers.

• Manage and/or participate in various department projects and responsibilities.

• Manage Team budget to enhance Associate engagement.

• Ensure timely Government reporting.

• Monitor daily volumes to identify red flags.

• Monitor regulatory changes and assist with audit requests.

• Undertake other projects/duties as assigned by Management.

Work at Home Technology Requirements

• A secure home office environment that is free from background noise and distractions

• A reliable private internet connection that is not supplied by cellular data (hot spot)

  • Cable or fiber connections are preferred

  • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here . To test your home internet from your personal computer at home, type www.speedtest.net into the web browser of your personal computer.

  • Sustained ability to maintain latency less than 250 ms in voice calls is required

• Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider

  • A private network is password protected where you have ownership or line of site to every device on the network

• 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.

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.

Basis Qualifications:

• High School Diploma, GED or equivalent certification

• At least 1 year of experience working in financial services

• At least 2 years of People Management experience

Preferred Qualifications:

• Bachelor's Degree or military experience

• 3+ years working in bank fraud, disputes or Regulation E

• 3+ years of People Management experience

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.

Work From Home:
$73,900 - $84,400 for Operations Coach

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 the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).