Client Services Team Lead, Quality Speciality Services

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! You must be within 50 miles driving distance from one of our Capital One hubs in Charlotte NC Plano TX Richmond VA or McLean VA.

Commercial Client Operations (CCO) is one of the largest divisions in the Commercial Bank. This teams 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 Banks 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.

Job Description & Ideal Candidate:

At the Principal Associate level you will be a team member 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. This individuals responsibilities will include:

Responsibilities:

• Collect analyze and measure process data to initiate sustainable business practices and procedures and for reporting to leadership; review data for trends and gaps in the process that may require additional review.

• Resolve complex problems or transactions where expertise is required to interpret against policies guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns.

• Maintain formal process documents (e.g. procedures and diagrams) and document processes and projects (creating project reports presentations business cases and diagrams)

• Collaborate on larger initiatives including representing departments on broader change control forums for input and to represent department interests;. May participate in cross-functional project teams including projects driven by other parts of the organization to provide input and partner with groups on execution efforts

• 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 clients needs

• Research and learn about your clients industry business and individual banking needs

• Collaborate within and across teams and organizations to analyze and resolve client issues

• Advocate for clients 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 doesnt 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
  

Desired Attributes and Skills - We Seek Associates Who Are:

• 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
  

Work from Home Technology Requirements:

• 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)

  • Hotspots and satellite services are prohibited and do not 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 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
  

Capital One reserves the right to request proof of internet provider speed and service package from the associate. Requirements are subject to change as new systems and technology are delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Living Requirements:

• Candidates must live within approximately 50 miles of one of the hub locations based in 23238 or 22102 and be comfortable coming in person whenever required with no less than 24 hours notice.
  

Basic Qualifications:

• Bachelors Degree

• At least 2 years of experience in Business Process Management Project Management Relationship Management or Risk Management
  

Preferred Qualifications:

• Lean Agile Six Sigma Business Process Management or Project Management certification

• Ability to work to tight deadlines and meet demands of multiple stakeholders

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

#CommOps

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.

Capital One offers a comprehensive competitive and inclusive set of health financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status exempt or non-exempt status and management level.

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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).