Operations Associate: ATM & Cash Process, Controls & Support Team (Work from Home)

Operations Associate: ATM & Cash Process, Controls & Support Team (Work from Home)

As a Capital One associate supporting a Retail Bank Operations Production Team, you will be part of a talented team responsible for executing activities in a fast-paced environment. You will contribute to a customer-centric culture, drive continuous improvement, innovation and be a champion for change. An associate in this role will be expected to support operational processes while maintaining focus on risk reduction, control adherence and delivery of an exceptional customer experience. 

General Responsibilities:

• Execute on operational processes with a high level of accuracy and efficiency as established by KPIs

• Monitor and document incoming inquiries, troubleshoot issues, identify root cause and coordinate remediation 

• Support processes connected to internal and external systems leveraged across the ATM & Cash environment

• Review profile onboarding documentation for accuracy and facilitate onboarding activities

• Network within and across the value stream to develop relationships and deliver on core role expectations

• Identify potential operational or customer facing risks and escalate in accordance with documented processes

• Communicate and escalate challenges while proactively seeking to identify root cause and appropriate resolution activities

• Research and resolve issues and inquiries using independent judgment with minimal assistance 

• Provide leadership with workflow updates and any impediments identified

• Make effective independent decisions applicable to assigned tasks

• Partner with leadership and other stakeholders to identify process improvements

• Cross train on to support various processes as instructed by leadership

• Influence positive behaviors and integrative thinking

• Maintain and update process documents as assigned

• Support continuous improvements, innovation and well managed changes

• Own personal development to achieve job proficiency and improve customer experience

• Collaborate and influence various business units within Capital One

• Maintain an awareness of third party vendor processes supporting Vault Services

• Develop working relationships with upstream and downstream value stream partners

• Other duties as assigned

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (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 is 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 Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, o