Senior Associate, Unit Manager, Document Verification Team (Work From Home)

The Document Verification team (DVT) is an outbound team who performs validation of documents to address fraud concerns for customers at an efficient pace, while providing excellent customer service. As a UM, you will be responsible for owning and managing the efficient operation of your team as well as collaborating with your DVT peers. You will develop and motivate your team and strive to exceed standards of customer service and casework. 

A successful candidate is a dynamic, analytical people leader who is passionate about delivering top-notch results while cultivating a high-performing group. You must work closely with your team daily to drive expected results and be ready to pivot quickly when needed, and creating energy and maintaining high levels of morale through change are essential for leaders in DVT. 

General Responsibilities:

• Coaches and develops direct reports. Monitors performance including quality and regulatory adherence. Assists with professional development. Conducts monthly check-ins and holds team meetings. Partners with Investigators, Floor Supervisors and peers to identify performance trends.

• Review monthly cases and call quality assessments and provide actionable feedback within a timely manner to associates.

• Provide associates with resources to help achieve goals and have development conversations

• Addresses and removes roadblocks for the team

• Has general understanding of fraud, applicable laws and regulations and can identify when a case needs escalation or further insight

• Drives business improvements from identification to implementation in a reasonable timeframe

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 …