SUML Operations Training and Development Associate - Hybrid

Capital One • Plano, TX

5d • Hybrid

About The Position

As an Operations Training and Development Associate, you support, develop, motivate, and strive to exceed standards of customer service and experience. You will be responsible for agent training and nesting programs, along with ensuring Set Up My Loan operations has the appropriate sources of truth for agents to reference.

Requirements

• High School Diploma, GED, or equivalent certification
• At least 2 years of experience coaching or mentoring associates
• At least 2 years of experience using Google Suite or Microsoft Office
• At least 3 years of experience in call center for banking or financial services

Nice To Haves

• At least 2 years experience in an auto titling office (for example, Department of Motor Vehicles) or auto loan originations or auto finance or auto refinance experience
• At least 3 years of experience with Google Sheets using formulas such as queries, vlookup, etc.

Responsibilities

• Work together with leadership and Process associates to ensure all of our agent job aids are updated and maintained in Jarvis, completely removing any GPS dependency
• Create refresher training to enhance agent knowledge and drive complaints to zero initiatives
• Update/create back office agent training materials to ensure a strong new hire experience in our back office environments
• Collaborate with various leaders and support partners
• Report out progress with all activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees