Jobs at Capital One in Philippines

General Responsibilities:

• People development. Provides sub-functional leadership to a team of associates, including hiring, coaching, mentoring, and talent development

• Risk Management. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations and escalate/mitigate as necessary

• Ambassador of Culture and Values. Upholding the company’s mission and vision by embodying excellence and doing the right thing; Advocate for customers and teams by helping them navigate through change

• Operational Performance. Provides and conducts periodic performance review to the Sr. Unit Manager and up by analyzing performance/business trends and results

• Process Improvement. Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery

• Organizational Collaboration. Maintains strong and collaborative partnerships across the organization, including Workforce, Operations, Enterprise Operations, Operations Support and Functional Support to positively influence service delivery and customer satisfaction

• Operational Routines. Delivers people leader-related tasks such as but not limited to volume projection, capacity planning, approval of time records, schedule adherence, associate movements, regularization, etc; Inspects data accuracy on team reporting (i.e. DID, HR roster, etc) Other job-related duties that may be assigned from time to time

Basic Qualifications:

• Two (2) years college level education or equivalent work experience

• Total of 18 months of experience in a call center operations environment

• Knowledge of call center business processes

• Analytical skills for decision-making and performance evaluation

• Communication skills for written and verbal business correspondences

• People management skills, including team coaching and collaboration

• Proficiency in Microsoft Office and Google Suite applications

• Amenable to work in a hybrid setup
• Amenable to work in Alabang
• Amenable to work in a night shift schedule

Preferred Qualifications:

• Two (2) years of leadership role experience in BPO industry

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Summary:

• To manage an Operations sub-function of Capital One Philippines. To implement policies and to identify opportunity areas to ensure sub-functional efficiency.

• To be responsible for managing a team ofsupervisors/professionals.To maintain partnerships across the organization to further the sub-function’s goals.

GeneralResponsibilities:

• Operational performance. Provides periodic performance data to the Department Operations Manager by analyzing daily, weekly, and monthly performance trends; Inspects data accuracy on team reporting (i.e. DID and HR roster);

• Process improvement. Conducts scheduled and random audits to ensure compliance with all applicable laws and regulations; Identifies opportunity areas and implements strategies in collaboration with other stakeholders to improve process and customer service delivery

• People development (if applicable). Provides sub-functional leadership to a team ofsupervisors/professionals,including recommendations for hiring/termination, approval of time records, schedule adherence, deployment, mentoring, performance review, pay recommendations and administrative decisions; regularly conducts focus group discussions on employee concerns

• Organizational collaboration. Maintains strong and collaborative partnerships across the organization, including HR, Ops Desk, CRE, to positively influence service delivery and customer satisfaction

• May be assigned / rotated across other related sub-functions including but not limited to sub-functions withinOperations:

  • Back Office Processing (Non-Voice Operations): Manages sub-functional team handling case works to manage and resolve credit bureau scores disputes, anti-money laundering and fraud alerts, and/or specialty operations processes.

  • Collections: Manages sub-functional team handling inbound and outbound calls to manage and resolve delinquent accounts

  • Fraud/ Disputes: Manages sub-functional team handling inbound and outbound calls to identify, investigate and resolve fraudulent activities

  • Servicing: Manages sub-functional team handling inbound calls to manage and resolve credit card concerns

  • Vendor Management (Supplier Partner Operations): Serves as a point of contact and relationship manager between supplier and Capital One

  • Customer Protection Resolution (CPR): Manages sub-functional team handling inbound calls from Bank customers to support fraud and claims needs.

• Other job-related duties that may be assigned from time to time

BasicQualifications:

• Two (2) years college level education or equivalent work experience

• 3 years’ experience in a call center operations environment, with 2 years in a managerial capacity

• Knowledge of call center business processes

• Analytical skills for decision-making and performance evaluation

• Communication skills for written and verbal business correspondences

• People management skills, including team coaching and collaboration

• Proficiency in Microsoft programs and Google Suite

• Amenable to work in a hybrid setup

• Amenable to work in Alabang
• Amenable to work in a night shift schedule

PreferredQualifications:

• College graduate

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

Summary:

• The Commercial Client Operations (CCO) Coordinator plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account research.

• Effectively navigate back office systems to review/research incoming client requests through email or phone call, provide resolution to the client request and communicate resolution

• Maintain service levels while completing research and client requests

• Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement. This may include process improvement and flags potential risks in accordance with company and regulatory standards, policies, practices

• Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns

• Work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients when complaints, problems and/or issues arise

• Collaborate within and across teams and organizations to analyze and resolve client issues

• May be assigned other job-related duties from time to time

Basic Qualifications:

• 1 year experience in Commercial Banking

• College level or any equivalent work experience

• At least 1 year customer service experience or any equivalent work experience

• Problem solving skills in recommending solutions to address customer needs and expectations

• Communication skills in delivering appropriate, direct, and straightforward information

• Appropriately tailors written and verbal communications.

• Strong understanding of de-escalation techniques and the end-to-end process of servicing

Preferred Qualifications:

• Able to work autonomously – be self-sufficient and a self-starter

• Able to deliver multiple work expectations efficiently

• Ability to work independently and efficiently in a fast paced, high volume customer focus call center

• Customer orientation in understanding and listening to customer concerns

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at . All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.