Capital One Senior Associate Client Services 

United States, Virginia, Richmond 

649754743

West Creek 7 (12077), United States of America, Richmond, Virginia Senior Associate, Client Services

Job Description & Ideal Candidate:

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. This individual’s responsibilities will include:

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

Desired Attributes and Skills - We Seek Associates Who Are:

• 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

Work from Home Technology Requirements:

• 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)

  • 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, 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 are 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 Living Requirements:

• Candidates must live within approximately 50 miles of one of the hub locations based in 22102, 28203, 75024 or 23238 and be comfortable coming in person whenever required with no less than 24 hours notice.

Basic Qualifications:

• High School Diploma, GED or equivalent certification

• At least 2 years of experience in client services or customer service

• At least 1 year of experience in Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)

Preferred Qualifications:

• Bachelor’s Degree or Military experience

• 4+ years of customer service, business process or project management experience

• 2+ years of experience with Treasury Management

. 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.