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Principal Associate - Process Management, Emerging Intent Complaints Operations Strategy (Work From Home)

BlueTarp Financial

BlueTarp Financial

United States · Remote
Posted on Thursday, July 11, 2024


Locations: US Remote, United States of America Principal Associate - Process Management, Emerging Intent Complaints Operations Strategy (Work From Home)

The Escalated Complaints Horizontal Operations & Strategy (ECHOS) organization supports key business processes that address the intake and handling of escalated customer complaints as well as collection of data to re-define operational reporting, pinpoint trends and identify improvement opportunities.

As a member of the Complaints Operations Strategy team, you will be part of a smart, talented team responsible for transforming the customer and advocate servicing experience for Tier 3 Regulatory and Non-Regulatory complaints within the US Card Channels organization. You will help shape how Capital One responds to the highest level of escalated issues, partnering with Tier 2 and Tier 3 teams to identify trends and implement solutions. You will regularly integrate and influence multiple groups and be seen as a strong consultant by business and strategy partners in developing strategic capabilities and executing sustainable customer and advocate experiences. You will educate and gain buy-in from key stakeholders elevating the issues that our customers are facing while also working to implement solutions to continually elevate the Capital One cardholder experience.

Who we are

  • The Complaints Operations Strategy team within ECHOS is responsible for:

    • Delivery and Change Management for emerging intent, operational efficiencies and platform capabilities

    • CAO and CIFT Advocate/Associate readiness

    • Management and creation of Operational Reporting

    • Closed Loop Feedback & Insights

    • Process and intent ownership of the Abusive Customer L3

  • We have ~14 associates on our team primarily located in and around Central Virginia

Who we are seeking

  • A disciplined process professional who excels in a team environment and has experience in creating operational frameworks and solutions

  • Someone who has a drive and proven track record for solving complex problems while being solution-focused, possesses exceptional communication skills, has a strong attention to detail, and the ability to put the customer first in all things

  • Someone who has an eye for process improvement with a solid understanding of operational procedures, business policies and well managed practices

  • Someone who is able to effectively communicate and influence peers, partners and stakeholders across multiple levels of the organization using their exceptional presentation skills while adeptly describing complex concepts by weaving in supporting data and presenting them through easily understandable stories

  • Someone who has a passion for our customers, knowing that even if the customer isn’t always right, you give them the benefit of the doubt and pursue the best possible outcome at all times

  • Someone who possesses strong analytical skills and the ability to adapt quickly and easily to a dynamic environment

  • Someone who displays strong judgment used to push on the status quo, drive change and elevate risks across the value chain

  • Someone who is a team player, displaying a positive attitude, enjoys working with diverse individuals and ideas and has the ability to put the team before themselves

What you will do

  • Identify and drive process improvements that improve customer and associate experience and ensure highest quality across the Complaints Operational Ecosystem

  • Collaborate with team, partners and stakeholders across multiple departments and lines of business to understand complex problems and deliver meaningful outcomes and goals.

  • Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives; review data for trends and gaps in the process that may require additional review.

  • Create and maintain formal process documentation (e.g. procedures, SOPs and flow diagrams), as well as create project documentation to track project summary, key milestones, measures of success and the definition of done.

  • Participate in cross-functional project teams when needed, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.

  • Engage with Platform Lead within COpS to learn and integrate best practices for operational execution related to complaints handling across the Ecosystem.

  • Consistently communicate with key stakeholders, partners, and performers to provide the appropriate requirements and outcomes for associated initiatives.

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.

We recognize that many life paths can contribute to interest in this role. We value all experience, whether gained in a classroom or through other paths, and invite everyone who meets the qualifications to apply for this role.

Basic Qualifications:

  • High School Diploma, GED or equivalent certification

  • At least 2 years of experience in Process Management or Project Management

  • At least 1 year of experience working with Operational Escalations and Procedures

Preferred Qualifications:

  • Bachelor’s Degree or military experience

  • Business Process Management (BPM) Certification, Lean certification or Six Sigma certification

  • 3+ years of experience in Process or Project Management

  • 2+ years of experience working with Operational Escalations and Procedures

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): $88,100 - $100,500 for Principal Process 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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).