Client Services Team Lead, Quality Speciality Services

Client Services Team Lead, Quality Speciality 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.
 

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 question