Principal Risk Specialist, Complaints & Insights - Business Cards & Payments

Principal Risk Specialist, Complaints & Insights - Business Cards & Payments

The Business Cards & Payments (BC&P) organization is committed to fueling the courageous entrepreneurial spirit that's at the heart of America's business owners and offer products and services to help them do more business. 

We’ve built an organization that is focused on listening to and learning from the millions of business customers we serve every day to make sure our products, services and experiences work as hard as they do. The name of our organization reflects our current leadership position in Small Business and Commercial Cards - as well as our aspiration to serve a wide range of needs for our customers Beyond the Card.

We are a culture that dreams big and embraces an entrepreneurial and ownership spirit - just like our business customers.

Summary:  

Business Cards & Payments Risk Managers are experienced and progressive individuals that operate within a highly collaborative team environment to deliver value-added risk management services to our BC&P partners.  Our team is looking for a complaints strategist to deliver deep insights into customer escalations and partner on horizontal initiatives in support of BC&P customers. 

This is a high-impact and rewarding role, where you get to work everyday to better understand sources of customer friction and dissatisfaction which includes listening to the sample of customer calls, and supporting strategy for how we make things better across BC&P, and overall Card organization. You will be participating in high-impact initiatives creating positive impacts on both customer and agent experience within the B&CP  complaints end-to-end ecosystem. Core responsibilities include conducting analysis to diagnose inefficiencies and policy or process gaps that prevent BC&P business from meeting customer needs, closely partnering with business and servicing teams to gain alignment with leadership and drive strategic changes to deliver improved customer outcomes and eliminate pain points, partnering with operations to transform current processes and customer interactions through test and learn initiatives, and contributing to and shaping the story around complaints that is shared with executive leadership.

  

General Responsibilities:  

• Strategic Partner with US Card Complaints team on business strategies that will drive growth, profitability, and competitive success for BC&P business in the face of shifting consumer and regulatory demands 

• Work closely with colleagues across Capital One including: Horizontal, Servicing Strategy, Customer Channels, and others to drive awareness around customer experiences

• A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation enabled by rigorous analysis

• Good written and oral communication credentials, coupled with strategic influencing skills and the ability to build consensus 

• Deep customer-backed thinking to develop product, policy, and servicing strategies in interconnected, white space problem areas across entire customer lifecycle 

• Conduct research across complaint topics to develop a perspective on customer pain points and package key insights in a format to be shared with executive leaders

• Manage delivery of business intent, build business requirements, socialize with relevant business stakeholders, and navigate roadblocks through implementation 

• Tenacious decision making with ability to bring a healthy, aggressive, yet responsible approach to business

• Attention to detail when performing a sample quality assurance review in adherence with enterprise complaint monitoring expectation across the T2 and T3 complaints

• Display an intense focus on achieving both short and long term goals with an ability to drive and execute an agenda in an uncertain and fluid environment

• Ability to contribute to and leverage the capabilities of a high-performing team, as well as business partners across the enterprise; ability to foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results 

• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment

 

Basic Qualifications:  

• Bachelor’s Degree or milit