Work From Home Senior Associate, Unit Manager, Claims Tier 1

The Fraud and Disputes Claims Tier 1 team is accountable for assisting customers across Capital One’s US Card Division where agents initiate and investigate claims of fraud and disputes through inbound voice queues and back office teams. As a Claims Tier 1 team Unit Manager, you will lead a dynamic team of front line associates who are the face of Capital One for our customers. You will be responsible for owning and managing daily operations for your team, leveraging well-managed processes to attain high performance.  

A successful candidate is a dynamic, empowering, and analytical leader who is passionate about elevating teams, solving problems, and driving high levels of engagement through change. Fostering an environment that creates trust, collaboration, holding a continuous high bar for performance and inspiring best-in-class teams through innovation and results.

General Responsibilities:

• Accountable for achieving business goals for a team of up to 25 associates.  

• Leverages data to identify drivers for KPIs such as AHT, Case Inventory, Time Management, and Quality on a daily basis.

• Addresses and removes roadblocks for the team to perform their role.

• Coaches and develops direct reports, holding regular 10/10 sessions, team meetings and monitors performance including quality and regulatory adherence. 

• Assists with professional development. 

• Conducts weekly check-ins and holds .

• Maintains strong and collaborative partnerships across the organization, 

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

• Execute flawless management of projects assigned to unit.

• Ensure timely administrative responsibilities of time cards, spreadsheets, team meetings, etc.

• Prepare and deliver regular performance reviews to direct reports.

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 …