Capital One Client Services Team Lead Quality Speciality United States, Virginia, Arlington 74902630
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Job Description & Ideal Candidate:
At the Principal 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:
Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to leadership; review data for trends and gaps in the process that may require additional review.
Resolve complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes; escalate breakdowns in the process by asking the right questions and identify/involve the right stakeholders to correct breakdowns.
Maintain formal process documents (e.g. procedures and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams)
Collaborate on larger initiatives, including representing departments on broader change control forums for input and to represent department interests;. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input and partner with groups on execution efforts
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 28203, 75024, 23238, or 22102 and be comfortable coming in person whenever required with no less than 24 hours notice.
Basic Qualifications:
Bachelor’s Degree
At least 2 years of experience in Business Process Management, Project Management, Relationship Management or Risk Management
Preferred Qualifications:
Lean, Agile, Six Sigma, Business Process Management, or Project Management certification
Ability to work to tight deadlines and meet demands of multiple stakeholders
. 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.
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