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Customer Protection Workforce Specialist

at Capital One Services II, LLC in Wilmington, Delaware, United States

Job Description

Job ID: R124940

 

Knolls 4 (12021), United States of America, Glen Allen, Virginia

 

Customer Protection Workforce Specialist

 

This role will be a blend of Problem-Solving, Analytics, Process Management, and Relationship Management, with results driven focus as an individual performer. The ideal candidate would possess basic fraud knowledge and experience with workforce management tools. This associate will be responsible for working with partner groups to provide staffing planning and analysis to optimize customer experience. They will develop and deliver meaningful insights and recommendations to key business partners.

 

Responsibilities

 

Collaborates with Forecasting and Planning teams to ensure new business is successfully added to existing operations.

 

Represents the team in cross-group initiative, ensuring the workload impact point of view is well represented.

 

Mentors and trains new team members as needed

 

Maintains attentiveness to changes in work queues which may require troubleshooting.

 

Maintain schedule adjustments of associates (shift changes, PTO, OT, etc.)

 

Maintain effective relationships with outside departments through clear communications.

 

Create and naintain accurate daily reports as required.

 

Proactive management of work queues ensuring target service levels are met.

 

Ability to perform job duties with minimal direct supervision in a fast-paced, ever changing environment.

 

Basic Qualifications:

 

High School Diploma, GED, or equivalent certification

 

At least 2 years of customer service experience

 

At least 1 year of experience using Microsoft Office

 

At least 1 year of expeience using Google Suite

 

At least 1 year of Workforce Management experience

 

Preferred Qualifications:

 

At least 1 year of people management experience

 

BPM Certification

 

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

 

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, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, 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 . 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

 

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).

 

Capital One is an equal opportunity employer committed to diversity in the workplace. Capital One promotes a drug-free workplace. 

 

All qualified applicants will receive consideration for employment without regard to gender, race, color, religion, national origin, sexual orientation, protected veteran status, or disability status.

 

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; Newark, New Jersey Ordinance 12-1630; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries. 

 

 

 

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Job Posting: 857948

Posted On: Oct 14, 2021

Updated On: Nov 13, 2021