Senior Associate, Client Services

Senior Associate, Client 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 or Plano, TX, or Richmond, VA.

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.

Job Description & Ideal Candidate

At the Senior 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 individual's responsibilities will include:

1. Own the client experience in all interactions including detailed follow through
2. Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns
3. Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risks and issues to delivery
4. 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
5. Make it easy for a client to interact with Capital One
6. Learn and become an expert in Capital One credit, deposit, and treasury management products and services to proactively and reactively resolve client's needs
7. Research and learn about your client's industry, business, and individual banking needs
8. Collaborate within and across teams and organizations to analyze and resolve client issues
9. 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
10. Develop effective solutions for clients when something doesn't go as planned and eloquently recover to delight the client
11. Represents Client Solutions with internal partners and clients based on proven track record of sound judgment
12. Develop solutions to problems based on subject matter expertise and research of areas within and beyond own area of responsibility
13. Deliver results which routinely exceed requirements and expectations with minimal guidance on unstructured objectives
14. Contribute to team goals and actively questions decisions and assumptions to elevate team performance
15. Travel to client sites when required
16. Work on projects as requested
17. 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 Providers (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 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

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 28203, 75024, or 23238 and be comfortable coming in person whenever required with no less than 24 hours notice.

Basic Qualifications:

• High School Diploma, GED or equivalent certification
• At least 2 years of experience in client services or customer service
• At least 1 year of experience in Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)

Preferred Qualifications:

• Bachelor's Degree or Military experience
• 4+ years of customer service, business process or project management experience
• 2+ years of experience with Treasury Management

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.

Charlotte, NC: $78,400 - $89,500 for Client Service Sr. Associate

Plano, TX: $78,400 - $89,500 for Client Service Sr. Associate

Richmond, VA: $78,400 - $89,500 for Client Service Sr. Associate

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. This role is also 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.

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.

Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.