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 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.

Basic Qualifications:

High School Diploma, GED or equivalent certification

At least 1 year of bank or credit card fraud experience

At least 1 year of people management experience

At least 1 year of experience in Microsoft Office or Google Suite

At least 1 year of customer service experience

Preferred Qualifications:

Bachelor’s Degree or military experience

2+ years of bank or credit card fraud experience

2+ years of using operational data to influence business decisions

2+ years of people management experience

2+ years of experience presenting written and verbal communications to senior leadership teams

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 Unit Manager

Richmond, VA: $78,400 - $89,500 for Unit 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 committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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 [email protected] . 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 [email protected]

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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).