Operations Associate: ATM & Cash Process, Controls & Support Team (Work from Home)

Capital One•Richmond, VA

12h•Remote

About The Position

As a Capital One associate supporting a Retail Bank Operations Production Team, you will be part of a talented team responsible for executing activities in a fast-paced environment. You will contribute to a customer-centric culture, drive continuous improvement, innovation and be a champion for change. An associate in this role will be expected to support operational processes while maintaining focus on risk reduction, control adherence and delivery of an exceptional customer experience.

Requirements

High School Diploma, GED, or equivalent certification
At least 3 years of Customer Service or Call Center experience
At least 3 years experience working in the Financial Industry
At least 1 year experience using Google Suite or Microsoft Office
At least 1 year of experience in Bank Operations
Secure home office environment that is free from background noise and distractions
Reliable private internet connection that is not supplied via cellular data or hotspot is required
A private network that is password protected where you have ownership or line of site 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 is 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.
This role is 100% work from home.
We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories.
Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California.

Nice To Haves

Bachelor's Degree or Military experience
2+ years of experience in Bank Operations
1+ years of Process Management or Project Management Experience

Responsibilities

Execute on operational processes with a high level of accuracy and efficiency as established by KPIs
Monitor and document incoming inquiries, troubleshoot issues, identify root cause and coordinate remediation
Support processes connected to internal and external systems leveraged across the ATM & Cash environment
Review profile onboarding documentation for accuracy and facilitate onboarding activities
Network within and across the value stream to develop relationships and deliver on core role expectations
Identify potential operational or customer facing risks and escalate in accordance with documented processes
Communicate and escalate challenges while proactively seeking to identify root cause and appropriate resolution activities
Research and resolve issues and inquiries using independent judgment with minimal assistance
Provide leadership with workflow updates and any impediments identified
Make effective independent decisions applicable to assigned tasks
Partner with leadership and other stakeholders to identify process improvements
Cross train on to support various processes as instructed by leadership
Influence positive behaviors and integrative thinking
Maintain and update process documents as assigned
Support continuous improvements, innovation and well managed changes
Own personal development to achieve job proficiency and improve customer experience
Collaborate and influence various business units within Capital One
Maintain an awareness of third party vendor processes supporting Vault Services
Develop working relationships with upstream and downstream value stream partners
Other duties as assigned