At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As a key member of our Customer Advocacy Office, you'll play a vital role in driving customer satisfaction and loyalty. We're seeking an experienced and dynamic leader to join our team as a Senior Associate, Unit Manager, Complaints Team Lead in our Customer Advocacy Office. This is a unique opportunity to work from home and make a meaningful impact on our customers' lives.
**About arenaflex and the Customer Advocacy Office**
arenaflex is a leading financial institution that's committed to innovation, customer satisfaction, and employee growth. Our Customer Advocacy Office is responsible for handling Tier 3 escalated customer complaints across our US Card Division. As a Complaints Team Lead, you'll be part of a high-performing team that's passionate about delivering exceptional customer experiences. We foster an environment of continuous improvement, and we're always looking for ways to innovate and improve our processes.
**Key Responsibilities**
As a Complaints Team Lead, you'll be responsible for:
* Managing team case inventory and reporting, leveraging data to identify case age and location in process
* Proactively managing timelines of all inventory and ensuring the team's turnaround time on complaint closures
* Addressing and removing roadblocks for the team to expedite case closure and managing extensions
* Acting as a point of contact for leadership on pending cases
* Coaching and developing direct reports, monitoring performance, and assisting with professional development
* Conducting weekly check-ins and holding team meetings
* Partnering with other Complaints Team Leads to identify performance trends
* Providing feedback to internal departments and lines of business regarding identified trends
* Driving business improvements from identification to implementation in a reasonable timeframe
**Work from Home Technology Requirements**
To ensure a seamless work-from-home experience, you'll need to meet the following technology requirements:
* A secure home office environment that's free from background noise and distractions
* A reliable private internet connection that's not supplied via cellular data or hotspot
* A private network that's password-protected, with ownership or line of sight to every device on the network
* Internet service provided by Cable or Fiber Internet Service Providers (ISP)
* Hotspots and satellite services are prohibited and don't 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
**Work from Home Location Requirements**
This role is 100% work from home, and we're unable to consider applicants who don't meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.
**Basic Qualifications**
To be considered for this role, you'll need to meet the following basic qualifications:
* High School Diploma, GED, or Equivalent Certification
* At least 2 years of experience in people leadership
* At least 1 year of experience in escalations
* At least 2 years of experience in customer service
**Preferred Qualifications**
While not required, the following qualifications are preferred:
* Bachelor's Degree or military experience
* At least 1 year of case experience
* At least 3 years of operations experience
* At least 3 years of using operational data to drive decisions
* At least 3 years of legal or compliance exposure
* At least 3 years of experience presenting written and verbal communications to senior leadership teams
**Compensation and Benefits**
arenaflex offers a comprehensive, competitive, and inclusive set of health, financial, and other benefits that support your total well-being. As a Complaints Team Lead, you'll be 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.
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to employee growth and development. As a Complaints Team Lead, you'll have access to:
* Regular training and development opportunities to enhance your skills and knowledge
* Mentorship and coaching from experienced leaders
* Opportunities to take on new challenges and responsibilities
* A collaborative and supportive work environment that encourages innovation and creativity
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a work environment that's free from bias and harassment. As a Complaints Team Lead, you'll be part of a high-performing team that's passionate about delivering exceptional customer experiences.
**How to Apply**
If you're a motivated and experienced leader who's passionate about delivering exceptional customer experiences, we encourage you to apply for this role. Please submit your application through our website, and we'll review your qualifications and experience. We look forward to hearing from you!
**Equal Opportunity Employer**
arenaflex 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.
**Accommodation Requests**
If you require an accommodation to apply for this role, please contact arenaflex 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.
**Technical Support**
For technical support or questions about arenaflex's recruiting process, please send an email to
[email protected].
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