Principal Associate, Client Services

Principal Associate, Client Services

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Commercial Ops role may be the role for you! You must be within 50 miles driving distance from one of our Capital One hubs in Charlotte, NC, Plano, TX, Richmond, VA, or McLean, VA. Commercial Client Operations (CCO) is one of the largest divisions in the Commercial Bank. This team's scope is horizontal across the bank and as such it supports numerous critical processes and transactions. By incubating innovative solutions and embracing technology, this team creates an unforgettable and unparalleled experience for our associates and clients. One of the most impactful groups within CCO is the Client Solutions team. The Client Solutions team works with the Commercial Bank's clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. We are growing and looking for great customer focused advocates to join the team. We are currently searching for a Senior Associate, Client Service. At the Principal Associate level, you will be a people leader 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 :

Manage a pod of Client Service associates including development and performance management. Lead the management of day-to-day pod BAU work, identify work trends and issues, and review well-managed reports and dashboards to ensure the pod's work is progressing properly. Lead the development of CS strategy, and identify opportunities to improve internal controls, processes, and procedures. Serve as process managers of various L3 processes. Serve as the first line of defense for troubleshooting identified problems, and as the POC through whom all pod issues, risks, and other escalations are communicated to senior leadership. 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 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 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 :

High School Diploma, GED or equivalent certification. At least 3 years of experience in client services, customer service, business process management, project management, relationship management or risk management. At least 3 years 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 experience in client services or customer service. 4+ years of experience with Treasury Management, Project Management, Relationship Management or Risk Management. Lean, Agile, Six Sigma, Business Process Management, or Project Management certification.

_At this time, Capital One will not sponsor a new applicant for employment authorization for this position._

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked. Charlotte, NC : $93,400 - $106,600 for Client Service Principal Associate McLean, VA : $102,700 - $117,200 for Client Service Principal Associate Plano, TX : $93,400 - $106,600 for Client Service Principal Associate Richmond, VA : $93,400 - $106,600 for Client Service Principal Associate Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate's offer letter. This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and / or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan. Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website.