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Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! Commercial Client Operations (CCO) is one of the largest divisions in the Commercial Bank. This team’s scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients. One of the most impactful groups within CCO is the Client Solutions team. The Client Solutions team works with the Commercial Bank’s clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. We are growing and looking for great customer focused advocates to join the team. We are currently searching for a Senior Associate, Client Service. At the Principal Associate level, you will be a people leader in a dynamic, fast-paced environment. You will need to have exceptional communication skills (verbal, written, presentation, and interpersonal), a positive mindset and, above all, a “client first” work ethic. You will be required to balance risk to Capital One while delivering an industry-leading experience to clients.
Job Responsibility:
Manage a pod of Client Service associates including development and performance management
Lead the management of day-to-day pod BAU work, identify work trends and issues, and review well-managed reports and dashboards to ensure the pod’s work is progressing properly
Lead the development of CS strategy, and identify opportunities to improve internal controls, processes, and procedures
Serve as process managers of various L3 processes
Serve as the first line of defense for troubleshooting identified problems, and as the POC through whom all pod issues, risks, and other escalations are communicated to senior leadership
Own the client experience in all interactions including detailed follow through
Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels
bring awareness to management any constraints or concerns
Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risks and issues to delivery
When complaints, problems and/or issues arise work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients
Make it easy for a client to interact with Capital One
Learn and become an expert in Capital One credit, deposit, and treasury management products and services to proactively and reactively resolve client’s needs
Research and learn about your client’s industry, business, and individual banking needs
Collaborate within and across teams and organizations to analyze and resolve client issues
Advocate for client’s needs with internal stakeholders by providing thoughtful feedback on where clients are achieving their goals as well as where their needs are not being met
Develop effective solutions for clients when something doesn’t go as planned and eloquently recover to delight the client
Represents Client Solutions with internal partners and clients based on proven track record of sound judgment
Develop solutions to problems based on subject matter expertise and research of areas within and beyond own area of responsibility
Deliver results which routinely exceed requirements and expectations with minimal guidance on unstructured objectives
Contribute to team goals and actively questions decisions and assumptions to elevate team performance
Travel to client sites when required
Work on projects as requested
Own your individual development
Requirements:
High School Diploma, GED or equivalent certification
At least 3 years of experience in client services, customer service, business process management, project management, relationship management or risk management
At least 3 years of experience in Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)
Must be within 50 miles driving distance from one of our Capital One hubs in Charlotte, NC, Plano, TX, or Richmond, VA
A secure home office environment that is free from background noise and distractions
A reliable private internet connection that is not supplied via cellular data or hotspot
A private network that is password protected where you have ownership or line of sight to every device on the network
Internet service must be provided by Cable or fiber Internet Service Provides (ISP)
ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred
Nice to have:
Bachelor’s Degree or Military experience
4+ years of experience in client services or customer service
4+ years of experience with Treasury Management, Project Management, Relationship Management or Risk Management
Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
Passionate about both delivering a great client experience and complying with laws and regulations
Forward leaning into technology, automation, and emerging financial products
Fluid in adapting to and embracing change for themselves and with others intellectually curious, inquisitive, and open minded
Integrated thinkers and creative problem solvers
Exceptional and confident communicators, negotiators, and influencers
Tenacious in pursuing and achieving their goals and objectives
Motivated to achieve results through teamwork and collaboration
Proactive about their own development and learning with an optimistic, growth mindset
What we offer:
performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI)
comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being