Work From Home- Associate Process Manager, Process & Reporting Management, US Card Complaints

Work From Home- Associate Process Manager, Process & Reporting Management, US Card Complaints
Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)
• 23320 (Chesapeake, VA)
• 33634 (Tampa, FL)
• 89144 (Las Vegas, NV)
• 75024 (Plano, TX)
• 19801 (Wilmington, DE)
• 68521 (Lincoln, NE)
• 56301 (St. Cloud, MN)

You will leverage your process and reporting background & knowledge in conjunction with your analytical skills to transform data into information that can be utilized to make business decisions and influence actions. You will closely collaborate with the other Complaints Horizontal verticals in Governance, Intent and Delivery as well as Horizontal and Execution teams across CAO, CIFT, Servicing, Customer Resiliency & Fraud/Disputes. In addition, you will also partner with stakeholders across the Card Channels organization on initiatives to help drive transformation and change necessary to achieve strategic objectives and process improvements across the overall Complaints ecosystem.
Organizational Summary:
The 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.
We are seeking a disciplined professional who excels in a team environment and is an expert in process management with an equally strong grasp of data and reporting capabilities. This individual will have demonstrated that they can create business critical reports which provide vital operational information and key insights to partners and stakeholders. This individual must be able to effectively communicate and influence partners across the organization and across multiple levels of leadership. Strong analytical skills, attention to detail, and the ability to adapt to a dynamic environment are essential to succeeding in this role.

• The process team within ECHOS is responsible for:
  
  • Operationalization of Tier 3 Complaints intent
  • CAO and CIFT Advocate/Associate readiness
  • Platform strategy for complaints intake & case handling
  • Operational data & reporting
  • Closed Loop Feedback & Insights
  • Process and intent ownership of the Abusive Customer L3

The ideal candidate will monitor and maintain processes to ensure they are followed correctly and help to resolve issues or escalate when necessary. Maintain and update process documents. Collect and analyze data and measure effectiveness of existing business processes. Communicate updates with internal customers on new and existing processes and provide internal customer support as needed.
General Responsibilities:

• Monitor process to ensure it is followed correctly by the business; correct issues or escalate with manager if controls are not working as planned.
• Update and maintain data infrastructure
• Connect data to reporting and new & existing dashboards that are critical for monitoring performance

• Write process maps, procedures, or other artifacts and may maintain/ update documentation for new and existing processes.
• Draft, test and revise work instructions, gain relevant approvals and ensure regular reviews take place.
• Collect, analyze and measure process data on the effectiveness of business processes, to initiate sustainable, repeatable, and quantifiable business practices and procedures; role may make improvements to processes.
• Research best practices.
• Collaborate with teammates on larger initiatives; may participate on cross-functional project teams and provide input for process improvement initiatives.

• May develop project plans to execute process development and/or re-engineering.
• Communicate updates with internal customers on new or existing processes; may include communications at the executive level; may provide customer service or training to users on process updates or rollouts; may deliver presentations.
• May perform process or parts of the process as needed.

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 1 year of experience using Google Suite or Microsoft Office
• At least 1 year of Process Improvement Experience
• At least 2 years of experience working with operational escalations
• At least 2 years of experience coding in SQL programming and visualization
• At least 2 years of experience in Tableau
• At least 2 years of experience in querying, analyzing, and working with data languages and platforms

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
• 3+ years of experience coding in SQL programming and visualization
• 3+ years of experience in Tableau
• 1+ years of experience coding in Python
• 2+ years of experience delivering Data Governance and Data Quality Management concepts and practices

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 is 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
Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or
56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.
We are unable to consider applicants who:

• Do not maintain network-compatible internet access
• Live or work beyond the 100 mile radius of their dedicated location, or
• Live or work in the state of California.

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.
Plano, TX: $64,700 - $73,900 for Process Manager
Chesapeake, VA: $64,700 - $73,900 for Process Manager
Tampa, FL: $64,700 - $73,900 for Process Manager
Lincoln, NE: $64,700 - $73,900 for Process Manager
Las Vegas, NV: $64,700 - $73,900 for Process Manager
Wilmington, DE: $64,700 - $73,900 for Process Manager
St Cloud, MN: $64,700 - $73,900 for Process Manager
Richmond, VA: $64,700 - $73,900 for 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 the Capital 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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.
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