Hybrid Principal Associate, ID Theft Investigations – Sr. Unit Manager

at Capital One

• Job title: Principal Associate, ID Theft Investigations – Sr. Unit Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $93,400 - $106,600 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Plano, United States

About the role

• Sr. Unit Manager leading and developing a team of ID Theft Investigators at Capital One. Responsible for achieving business goals and implementing process improvements in the ID Theft Investigations space.

Responsibilities

• Lead the performance of the ID Theft Investigations Team
• Requirements include managing a budget, achieving business goals, performance management, staffing plan development, and development of long term business goals/vision
• Drive individual, team and department efficiency and productivity through effective and efficient metric management
• Ensure compliance with all third party management (TPM) requirements for agent vendor representatives
• Provide development to the team and associates in the department
• Uphold effective standards of performance management.
• Motivate associates and help them achieve their career aspirations
• Establish the development and execution of repeatable, efficient processes within the team
• Maintain high levels of team and individual morale through change and development
• Develop methods to encourage and implement process improvements
• Execute quality monitoring requirements that deliver intent and customer satisfaction goals

Requirements

• High School Diploma, GED or Equivalent Certification
• At least 3 years of experience in people leadership
• At least 4 years of call center customer service or call center collections experience
• At least 2 years of experience in Process Management
• At least 2 years of experience in the Auto Financing Industry
• At least 2 years of experience using Google Suite or Microsoft Office

Benefits

• Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being.