Posted Date
8/07/2025
Description
Senior Associate - Unit Manager, Relationship Recovery (Work From Home)
As a Unit Manager in Relationship Recovery (R2) you will lead a dynamic team of back office associates who review and take action on NPS (Net Promoter Score) surveys from customers who express dissatisfaction with Capital One. The R2 team gathers information from customer surveys to recover customer trust, inform frontline associate coaching, improve processes and uncover and capture customer insights. In addition, the R2 team is responsible for ensuring customer remediation actions are resolved in a timely and thorough manner. This dynamic team is often engaged as a partner to support unique strategies and initiatives.
Unit Managers manage, develop and motivate an internal team of 14 - 18. As a UM, you will be responsible for owning and managing the efficient operation of your team as well as collaborating with teams throughout Card. You will develop and motivate your team and strive to exceed standards of customer service and casework. . You will also need to demonstrate expertise in finding new and innovative ways to find efficiencies and meet and exceed department goals. You will have interaction with a wide variety of stakeholders and you will need to easily communicate with all levels to ensure customers’ needs are met and associates are motivated and meeting goals.
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. A successful UM will also create energy and maintain high levels of morale through change and be able to adapt to new priorities when necessary.
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 are 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 3 years of bank or credit card servicing experience
- At least 1 year of coaching, mentoring, or people leadership experience
- At least 2 years of experience using Google Suite or Microsoft Office
PREFERRED QUALIFICATIONS:
- Bachelor’s Degree or military experience
- 4+ years of bank or credit card servicing experience
- 2+ years of using operational data to influence business decisions
- 2+ years of coaching, mentoring, or people leadership experience
- 2+ years of experience presenting written and verbal communications to senior leadership teams
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 are 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 3 years of bank or credit card servicing experience
- At least 1 year of coaching, mentoring, or people leadership experience
- At least 2 years of experience using Google Suite or Microsoft Office
PREFERRED QUALIFICATIONS:
- Bachelor’s Degree or military experience
- 4+ years of bank or credit card servicing experience
- 2+ years of using operational data to influence business decisions
- 2+ years of coaching, mentoring, or people leadership experience
- 2+ years of experience presenting written and verbal communications to senior leadership teams
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