Capital One

Compensation

Full Description

Work From Home- Sr. Associate Process Manager: Fraud & Dispute Servicing Strategy Job Description We are seeking a dedicated, disciplined, process professional who excels in a team environment. This person must have excellent communication skills, attention to detail, and have the ability to adapt to change quickly. This person will need to monitor, report, and plan process improvement or redesign initiatives, manage formal process documents and make recommendations on changes. As a part of the Service Strategy team for Fraud and Disputes Operations, you will have the opportunity to work with internal and external operations groups, Product/Tech partners, and cross functional support teams. You will do this in a collaborative environment that values your insight, encourages you to take on new responsibilities, promotes strategic thinking, and supports continuous learning and growth. General Responsibilities: • Day to day oversight of multiple processes: monitor, report, and plan system improvements/automation or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as the Risk office, Product/Tech and management; make final recommendations for approval on changes. • 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. • Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns. • Maintain formal process documents (e.g. procedures and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams) • Collaborate on larger initiatives, including representing the department on broader change control forums for input and to represent department interests; may challenge forum decisions if project outcome impacts department processes. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts. • Provide customer service and training to internal customers on specific processes they manage; may deliver presentations, including up to the executive level. • May perform process or parts of the process as needed • Support cross Channels initiatives executing and delivering on Operations Service Strategy intent for FDO, as well as engage in broader FDO priorities to drive forward intent • Operationalize intent from various sources in a way that cares for customers, agents, and lines of business • Act as a subject matter expert to effectively partner with internal customers and stakeholders to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions • Ownership and coordination of individual tasks that contribute to broader outcome for the business and our customers Basic Qualifications: • High School Diploma, GED or equivalent certification • At least 2 years of experience in Fraud Detection, Recoveries and Disputes Operations • At least 2 years of experience with Google Suite or Microsoft Office • At least 1 year of experience in Process Management • At least 1 year of experience using data to create a visual representation of proposed solutions when presenting to stakeholders Preferred Qualifications: • Bachelor's Degree or military experience • At least 1 year of experience facilitating agent focus groups to collect insights on new technology and experiences • At least 1 year of experience working with training and access management • At least 3 years of experience in Process Management • At least 3 years of Card Operations experience • At least 1 year of experience developing business procedures and recommendations • Lean, Agile, Six Sigma, BPM, or Project Management certification 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 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. At this time, Capital One will not sponsor a new applicant for employment authorization for this position. 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): $78,400 - $89,500 for Sr. Process Manager Richmond, VA: $78,400 - $89,500 for Sr. 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. 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).