Customer Service jobs in United States, Virginia, Richmond

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Inbound Call Center Customer Service Rep receiving calls including day-to-day analysis, research and resolution of varied problems related to ACH
• Responsible for reviewing inquires from our financial institution clients utilizing SWIFT to communicate between Bank of America and other Financial institutions to resolve any open quires on post settlement payments
• Functions include administering defined procedures, analysis and report generation, and exception processing
• Contact both external banks and internal clients to resolve any inquiries on payments using the GIN system to work on individual cases
• Aid clients in queries surrounding payments post settlement, queries include amendments, return of funds, bene claims nonreceipt of funds, recall of funds
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum of 1 year call center experience
• Must be able to Multitask using various systems/applications as well as different tasks at different times.
• Exceptional Customer Service experience and excellent oral and written communication skills
• Typing and Data entry experience
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure
• Experience with working independently and on teams
• Experienced with Microsoft Office Suite, especially Excel
• Experienced with managing multiple priorities and multi tasks

Desired Qualifications:

• Experience receiving at least 40+ USD Wire or ACH calls throughout the business day,
• Expert level Excel experience
• Working knowledge of payment investigations system ​
• Electronic Wiring and Financial industry experience
• Business, Finance, Accounting, Economics, or similar major preferred

Skills:

• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research
• Adaptability
• Business Analytics
• Critical Thinking
• Reporting
• Written Communications
• Data Management
• Policies, Procedures, and Guidelines Management
• Process Design
• Process Effectiveness
• Strategic Thinking

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.

• 23060 (Richmond, VA)

• 23320 (Chesapeake, VA)

• 33634 (Tampa, FL)

• 89144 (Las Vegas, NV)

• 75024 (Plano, TX)

• 19801 (Wilmington, DE)

• 68521 (Lincoln, NE)

• 56301 (St. Cloud, MN)

At Capital One, it’s important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you’ll find that successful associates at Capital One will:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change

• Demonstrate a strong customer focus rooted in empathy

• Communicate effectively with peers, management and customers

• Exercise good judgment and independent decision-making skills

• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques

• Be proactive, have effective time management and organizational skills

• Display dependability with a solid attendance record

• Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)

• $21 per hour

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1

• Flexible Schedule Options

• Paid Time Off

• Wellbeing offerings such as backup childcare and Mental Wellness support

• Tuition Reimbursement

• Paid Training and Development offered quarterly

• Flexible Spending Account

• Life Insurance

• Disability Insurance

• 401 K and Stock Purchase Plan

Basic Qualifications

• High school diploma, GED or equivalent certification

• At least 2 years of customer service or call center experience

• At least 1 year of Google Suite or Microsoft Office experience

Preferred Qualifications

• At least 3 years of customer service or call center experience

• At least 6 months of experience in the financial industry

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that isnotsupplied 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.

Work from Home Location Requirements

Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or 56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or

• Live or work in the state of California.

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)
• 23320 (Chesapeake, VA)
• 33634 (Tampa, FL)
• 89144 (Las Vegas, NV)
• 75024 (Plano, TX)
• 19801 (Wilmington, DE)
• 68521 (Lincoln, NE)
• 56301 (St. Cloud, MN)

More Than Just Training, More About You

At Capital One, it’s important that our associates have the necessary skills and know-how to succeed in their roles and best serve our customers. For that reason, we invest heavily in both formal and informal learning development opportunities. Through these training programs and your day-to-day work, you’ll find that successful associates at Capital One will:

• Demonstrate ability and willingness to learn, strong attention to detail, positive attitude and ability to be flexible and embrace change

• Demonstrate a strong customer focus rooted in empathy

• Communicate effectively with peers, management and customers

• Exercise good judgment and independent decision-making skills

• Demonstrate exceptional listening, questioning, call control, and de-escalation techniques

• Be proactive, have effective time management and organizational skills

• Display dependability with a solid attendance record

• Maintain sufficient reliable private internet connection, not supplied by use of cellular data (Not a hot spot)

General Responsibilities

• General customer service inquiries

• Research and resolve customer complaints

• Identifies and provides feedback on trends

• Flags potential regulatory compliance violations or potential risk events

• Payment Investigations

• Assisting customers with opening new accounts and terms

Capital One believes in encouraging you to fill up your cup and come back fresh. Combine that with above and beyond benefits and you might be onto something.

• Medical, Dental, Vision, Prescription coverage Day 1

• Flexible Schedule Options

• Paid Time Off

• Wellbeing offerings such as backup childcare and Mental Wellness support

• Tuition Reimbursement

• Paid Training and Development offered quarterly

• Flexible Spending Account

• Life Insurance

• Disability Insurance

• 401 K and Stock Purchase Plan

Basic Qualifications

• High School Diploma, GED, or equivalent certification

• At least 3 years of Customer Service or Call Center Experience

• At least 1 year of experience using Google Suite or Microsoft office

Preferred Qualifications

• At least 4 years of Customer Service or Call Center experience

• At least 1 year of experience in the Financial Industry

• At least 2 years of experience in escalations

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that isnotsupplied 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.

Work from Home Location Requirements

Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 75024 (Plano, TX), 19801 (Wilmington, DE), 68521 (Lincoln, NE) or

56301 (St. Cloud, MN) and report in person, when required, with at least than 24 hours notice.

We are unable to consider applicants who:

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or

• Live or work in the state of California.

- Rich D. Fairbank, Chairman, Founder and CEO

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.

Our AI/ML capabilities are now at the forefront of what’s possible in banking. (e.g., Eno). As we uncovered new challenges along the way, we built and battle tested new capabilities to meet those needs. We’ve open sourced several of the software tools we built (e.g., Cloud Custodian, Hygieia) and forged new partnerships with other digital leaders.

Responsibilities:

• Prepare and deliver technical engagements with enterprise customers including envisioning business and technical solutions, delivering architectural design and rapid prototypes.

• Drive architecture/design reviews focused on business and technical requirements.

• Analyze, define and document requirements for data, workflow, logical processes, hardware, operating system environment and enterprise system integrations.

• Plan, manage and deliver customer projects.

• Support architecture governance by providing subject matter expertise.

• Work with business and product partners, architects, and other groups to identify technical and functional needs of systems, and determine priority of needs.

• Travel to customer locations as needed to implement products and solutions, develop and nurture customer relationships, and manage key stakeholder communication.

• Enforce company policies in areas of development methodology, architecture, security, change and configuration management, compliance, and HR.

Basic Qualifications:

• Bachelor's Degree

• At least 6 years of experience in Software Engineering and Systems Architecture or Technology Solution design

• At least 2 years of experience creating solutions architectures in a public cloud (AWS, Microsoft Azure, Google Cloud)

Preferred Qualifications:

• Master’s Degree in Computer Science, Engineering or Information Technology

• 7+ years of experience in software engineering

• 5+ years of experience as a Solutions Architect in large/complex organizations

• 5+ years of experience in building and managing infrastructure, databases, networking and CI/CD Tooling (K8s, Artifactory, Harness, Docker, ECS, etc.)

• 8+ years of experience architecting, designing, and/or delivering delivering scalable and decoupled systems in a heavily regulated technology environment

• 3+ years of experience working with internal and external business clients

• 3+ years of experience with AWS concepts and implementations

• 1+ years of experience working on data management platforms in areas such as Data Discovery, Data Classification, Data Lineage and Data Catalog.

• 1+ years of experience with Cryptography and Quantum Computing.

• Experience to engaging, influencing and driving initiatives by partnering with technology executives

• Experience mentoring software engineers or architects

• Experience in a regulated environment (HIPAA, PCI, Privacy, etc)

• Ability to communicate at all levels in the organizations with required technical depth and breadth

• AWS or equivalent certifications (Cloud Practitioner, Solution Architect-Associate, GCP or Azure)

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.

As a

General Responsibilities:

• Collaborating horizontally across teams to coordinate the delivery of holistic performance support solutions

• Designing strategic programs and initiatives, partnering with project and product teams to integrate designs and develop processes that track progress, identify and address issues

• Leading high impact transformation initiatives contributing to the overall outcomes, definition, scoping, design, and delivery

• Designing and producing metrics used to measure efficiency and effectiveness

• Driving process improvements aligned with desired customer outcomes

• Analyzing, identifying, and correcting data issues with systems used or owned by a department

• Representing the collective voice of CCPS tech needs and solutions

• Identify and advocate for emerging tech solutions that align to CCPS and Channels strategic objectives

• Partnering with stakeholders to understand needs and priorities to effectively advocate for solutions and CCPS tech investment

• Providing subject matter expertise on processes and projects when representing the department in projects and other meetings

• Managing and leading a high performing team of associates

Qualities you’ll bring

Leadership:

• You are an influential and supportive leader that advocates for your team and associates.

• You are a thoughtful and inspirational leader that leads with head and heart while creating an environment that enables excellence.

Process and Operational Excellence:

• You have a proven track record of effectively leading well managed processes in an operations environment.

• You utilize data and insights to monitor process and operations effectiveness and identify and implement continuous improvements.

Tech and Product Fluency:

• This role does not require technical skills (e.g. coding) but an ideal candidate will understand how to harness evolving technology to drive business outcomes. Further, you will be problem-solving with Business Analysts, Operations, and Tech teams and the ability to speak their language is critical to collaboration and consensus building.

Analytical:

• Ability to access and leverage data to build compelling stories of where the leverage is and what investments will deliver the best outcome for our customers and stakeholders.

Basic Qualifications:

• High School Diploma, GED, or Equivalent Certification

• At least 5 years of Project or Process Management Experience

• At least 3 years of experience using Google Suite or Microsoft Office

• At least 3 years of People Leadership Experience

• At least 3 years of Relationship Management Experience

• At least 3 years of experience leading or supporting a process or operations organization

• At least 3 years of experience in strategic planning

Preferred Qualifications:

• Bachelor's Degree in Business, Organizational Behavior, Process Management, Human Resources or Mathematics

• Six Sigma, Lean, or PMP Certification

• At least 5 years of People Leadership Experience

• At least 2 years of experience leading teams in a remote environment

• At least 3 years of experience in Learning & Development program management

• At least 3 years of experience in risk management, compliance or audit

• At least 3 years of experience in data management or data analysis

• At least 1 year of experience in Learning and performance enablement

• At least 1 year of experience using knowledge management systems and learning technologies and processes

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.

Our AI/ML capabilities are now at the forefront of what’s possible in banking. (e.g., Eno). As we uncovered new challenges along the way, we built and battle tested new capabilities to meet those needs. We’ve open sourced several of the software tools we built (e.g., Cloud Custodian, Hygieia) and forged new partnerships with other digital leaders (e.g., MSFT).

Responsibilities:

• Prepare and deliver technical engagements with enterprise customers including envisioning business and technical solutions, delivering architectural design and rapid prototypes.

• Drive architecture/design reviews focused on business and technical requirements.

• Analyze, define and document requirements for data, workflow, logical processes, hardware, operating system environment and enterprise system integrations.

• Plan, manage and deliver customer projects.

• Support architecture governance by providing subject matter expertise.

• Work with business and product partners, architects, and other groups to identify technical and functional needs of systems, and determine priority of needs.

• Travel to customer locations as needed to implement products and solutions, develop and nurture customer relationships, and manage key stakeholder communication.

• Enforce company policies in areas of development methodology, architecture, security, change and configuration management, compliance, and HR.

Basic Qualifications:

• Bachelor's Degree

• At least 4 years of experience in Software Engineering and Systems Architecture or Technology Solution design

• At least 2 years of experience creating solutions architectures in a public cloud (AWS, Microsoft Azure, Google Cloud)

Preferred Qualifications:

• Master’s Degree in Computer Science, Engineering or Information Technology

• 5+ years of experience in software engineering

• 3+ years of experience as a Solutions Architect in large/complex organizations

• 6+ years of experience architecting, designing, and/or delivering delivering scalable and decoupled systems in a heavily regulated technology environment

• 3+ years of experience in building and managing infrastructure, databases, networking and CI/CD Tooling (K8s, Artifactory, Harness, Docker, ECS, etc.)

• 2+ years of experience working with internal and external business clients

• 2+ years of experience with AWS concepts and implementations

• Experience to engaging, influencing and driving initiatives by partnering with technology executives

• 1+ years of experience working on data management platforms in areas such as Data Discovery, Data Classification, Data Lineage and Data Catalog.

• 1+ years of experience with Cryptography and Quantum Computing.

• Experience mentoring software engineers or architects

• Experience in a regulated environment (HIPAA, PCI, Privacy, etc)

• Ability to communicate at all levels in the organizations with required technical depth and breadth

• AWS or equivalent certifications (Cloud Practitioner, Solution Architect-Associate, GCP or Azure)

. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

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.