Senior Associate, Client Service Onboarding

Capital One•Richmond, VA

4d•Remote

About The Position

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 Jericho, NY, Richmond, VA, Charlotte, NC or Plano, TX. At Capital One, we’re building a leading information-based technology company. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding. Treasury Management Operations works with commercial clients, both proactively and reactively, for all their product onboarding needs. Our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. 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. You will possess an in-depth technical knowledge of Treasury Management products. You will utilize your expertise to manage the end-to-end implementation process for Treasury Management products and provide product implementation support and training to clients.

Requirements

High School Diploma, GED or equivalent certification
At least 2 year of experience in customer service, business process management or project management
At least 2 year of experience in Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)
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
Candidates must live within approximately 50 miles of one of the hub locations based in 23238, 28203, 75024 or 11753 and be comfortable coming in person whenever required with no less than 24 hours notice.

Nice To Haves

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

Responsibilities

Acts as the "project manager" and the primary point of contact for new client / new product setups by defining and managing all implementation activities
Creates and manages to implementation project plans, coordinating internal and client stakeholders to ensure timely execution
Coordinates with clients, and sometimes vendors of clients, to execute all required testing activities to ensure that the client has a smooth experience with their products from inception
Liaises, collaborate and coordinates with business partners across the Commercial Bank, and sometimes with external vendors, to facilitate the timely setup of the clients' products and services
Leads and facilitates all necessary training activities to ensure the client has a seamless transition as they begin to use their new products and services
Learn and become an expert in Capital One credit, deposit, and treasury management products and services to proactively and reactively resolve client’s needs
Execute job duties following policies, standard and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns
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
Research and learn about your client’s industry, business, and individual banking needs
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 Treasury Management Operations with internal partners and clients based on proven track record of sound judgment
Develop solutions to treasury management problems based on subject matter expertise and research of areas within and beyond own area of responsibility
Work on projects as requested
Own your individual development