Capital One Executive Resolutions Unit Manager in Las Vegas, Nevada

Las Vegas (62050), United States of America, Las Vegas, Nevada

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Executive Resolutions Unit Manager

Executive Resolution associates are required to drive complaint resolution and work efficiently with designated business area contacts to research customer complaints and/or system breakdowns. In ER, you will monitor associates performance and will be expected to perform cursory assessments of the nature of customer complaints and work with the lines of business to mitigate future complaints and escalate issues. They should be able to flag potential regulatory compliance violations or potential risk events through the case management system Chordiant.

Executive Resolution Managers will be responsible for fielding escalated calls form customers regarding their account, making outbound calls for research and complaint resolution, and corresponding with customers in writing through both electronica and letter channels as needed. Associates are also responsible for communicating complaint resolution synopses to upper management, up to and including the department Director.

The ideal candidate will have excellent oral and written communication skills, combined with a passion for servicing customers and resolving complicated issues. Successful ER Process Managers are self- motivated, possess strong decision making ability and are comfortable researching and solving problems across multiple areas and systems. They must be able to work autonomously, cross site and with other ER associates when resolving and researching complaint issues.

Responsibilities:

  • Researching and resolving escalated customer complaints received via phone, e-mail and letter

  • Monitor associate performance including quality and regulatory adherence

  • Coach and develop associates

  • Provide feedback to internal departments and lines of business regarding identified trends

  • Provide quality monitors on associates for each individual on the team

  • Be able to evaluate business improvement opportunities

  • Able to interpret regulations and provide guidance to associates

Basic Qualifications:

  • High School Diploma, GED, or equivalent certification or military experience

  • At least 2 years of experience in People Management

  • At least 1 year of Call Center Experience

  • At least 2 years experience in Customer Service

  • At least 2 years experience in Escalations

Preferred Qualifications:

  • Bachelors Degree or military experience

  • 5 years of experience in People Management

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.