Manager, Counsel: Complaints, Disputes & Fraud (Hybrid)

Overview

The Counsel/Manager will be a part of the Consumer and Small Business Legal team, and they will be the initial point of contact for assisting compliance and business partners who provide written responses to consumer complaints for our US credit card business. Additionally, this role will provide critical legal advice to the credit card business units that investigate and respond to consumer complaints, billing disputes, and fraud indicators. This person will support the development of reporting and interaction with compliance, legal and the business to identify trends within the company, across the financial industry, as well as both the federal and state regulatory environment, and any other developments that may assist the business in proactively resolving potential sources of future complaints.

Responsibilities

• Provide legal advice and support on responses to customer complaints and disputes;
• Work with compliance and business partners to investigate consumer complaints and develop appropriate written response;
• Identify and coordinate resolution of potential line of business compliance or operational errors;
• Provide legal advice on approaches for standardized responses to particular types or recurring instances of complaints or non-lit demands for compensation;
• Provide information on litigation and regulatory trends;
• Provide information to legal partners about trends and issues identified through complaints;
• Identifying and assessing legal risks associated with Capital One credit card products and related business operations particularly as they relate to address concerns raised by our customers;
• "Translating" the laws and legal requirements for the business teams and the business intent for the legal team and legal subject matter experts;
• Ensuring that support is provided in a timely manner in order to meet regulatory and business requirements;
• Actively engaging with colleagues to provide legal support as part of a collaborative and cross-functional team.

Qualifications

• Juris Doctor from an accredited law school
• Active member in good standing of at least one state bar
• At least 3 years of experience as an attorney in a law firm, at a government agency, as a military judge advocate or as in-house counsel
• Preferred: 4+ years of experience as an attorney in a law firm, in-house legal department and/or government agency doing work related to the financial service industry
• Ability to work in a dynamic environment and flexibility to adapt to changing needs
• Ability and desire to learn new areas of law
• Ability and willingness to work as a team player
• Strong communication and interpersonal skills
• Strong analytical and organizational skills