Senior Associate, Client Services

Capital One•Charlotte, NC

3d•Remote

About The Position

This role is within Capital One Commercial Ops, specifically in the Commercial Client Operations (CCO) division, which is one of the largest divisions in the Commercial Bank. The team supports numerous critical processes and transactions across the bank by incubating innovative solutions and embracing technology to create an unforgettable and unparalleled experience for associates and clients. The Client Solutions team, a key group within CCO, works with Commercial Bank clients proactively and reactively for all their servicing needs, delivering a beautiful client experience. The company is growing and seeking customer-focused advocates for the Senior Associate, Client Service role.

Requirements

High School Diploma, GED or equivalent certification
At least 2 years of experience in client services or customer service
At least 2 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
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.

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
Exceptional communication skills (verbal, written, presentation, and interpersonal)
A positive mindset
A “client first” work ethic
Balance risk to Capital One while delivering an industry-leading experience to clients
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

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