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 teams 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 Banks 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 individuals responsibilities will include :

Responsibilities :

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 pods 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 clients needs

Research and learn about your clients industry business and individual banking needs

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

Advocate for clients 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 doesnt 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 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 :

Bachelors 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.

#CommOps

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 : $93400 - $106600 for Client Service Principal Associate

McLean VA : $102700 - $117200 for Client Service Principal Associate

Plano TX : $93400 - $106600 for Client Service Principal Associate

Richmond VA : $93400 - $106600 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 candidates 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 . Eligibility varies based on full or part-time status exempt or non-exempt status and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE including disability / vet) committed to non-discrimination in compliance with applicable federal state and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries including to the extent applicable Article 23-A of the New York Correction Law; San Francisco California Police Code Article 49 Sections 4901-4920; New York Citys Fair Chance Act; Philadelphias Fair Criminal Records Screening Act; and other applicable federal state and local laws and regulations regarding criminal background inquiries.

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- 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.

For technical support or questions about Capital Ones recruiting process please send an email to

Capital One does not provide endorse nor guarantee and is not liable for third-party products services educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).

Required Experience :

Staff IC

Key Skills

Business Development,Classroom Experience,Dayforce,Go,Cloud Computing,AWS,Teaching,Administrative Experience,Leadership Experience,negotiation,SAS,Data Analysis Skills

Employment Type : Full-Time

Experience : years

Vacancy : 1

Monthly Salary Salary : 102700 - 117200