Auto Finance Customer Advocacy Team Lead

Auto Finance Customer Advocacy Team Lead

As a Team Lead at Capital One, you will play a pivotal role in supervising both onshore and offshore agents, leading and guiding them to provide exceptional customer service. These agents are responsible for handling customer escalations, and driving customer satisfaction with first call resolution. You will be a great catalyst for positive change in our customer advocacy, and Capital One operations!

• This role is an essential position and requires on-site attendance. Not a hybrid role.

Schedule: Monday - Friday 8 am - 5 pm CST

Training: Monday - Friday 8 am - 5 pm CST

Location: On-site Plano, TX (Plano 5)

As a Team Lead at Capital One, you will support, motivate and strive to exceed standards of customer experience.

General Responsibilities:

• Accountable for achieving business goals

• Prepare and deliver monthly metrics to your leaders

• Monitor, prepare and deliver business level metrics (perfection rates, SLAs, QA) to high efficiency standards.

• Share in the accountability for a business level function team (Logistics, quality, innovation, morale)

• Execute flawless management of projects assigned

• Ensure timely administrative responsibilities of workload distribution, volume monitoring, reports, meeting recaps, etc.

• Identify trends, process gaps, propose and execute on process improvements

Basic Qualifications

• High School Diploma, GED or equivalent certification

• At least 3 years Customer Service or Call Center experience

• At least 1 year of experience using Google Suite or Microsoft Office

• At least 1 year of experience in the Financial Industry

Preferred Qualifications:

• Associate’s Degree or Military Experience

• At least 4 years Customer Service or Call Center experience

• At least 2 years of experience using Microsoft Office or Google Suite

• At least 1 years of People Management experience

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

More Benefits, More Health, More Wealth, and More Life

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1

• Flexible Scheduling

• Paid Time Off

• Wellbeing offerings such as backup childcare and Mental Wellness support

• Tuition Reimbursement

• Paid Training and Development offered quarterly

• Flexible Spending Account

• Life Insurance as well as Disability

• Disability Insurance

• 401 K and Stock Purchase Plan

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.

Plano, TX: $56,800 - $64,800 for Call Center Floor Supervisor

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.

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 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).