Principal Associate, Client Services - Quality Special Services Team Lead

Capital One
Plano, Texas
Oct 03, 2022
Oct 07, 2022
Full Time
Plano 1 (31061), United States of America, Plano, Texas

Principal Associate, Client Services - Quality Special Services Team Lead

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 100 miles driving distance from one of our Capital One hub locations in Melville, NY or Plano, TX.

Commercial Operations (CML Ops) 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 in the CML Ops team is the Client Services team. We are growing and looking for great customer focused advocates to join the team. We are currently searching for a Principal Associate, Quality Special Services Team Lead in Commercial Client Services.

Job Description:

Client Services works with commercial clients, both proactively and reactively, for all their servicing needs. Our associates are on the frontline, delivering on our commitment to provide a beautiful client experience.

At the Principal Associate level, you will be in a people leader role as a team lead in a dynamic, fast-paced environment. You must 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.

You will serve as a Remediation, Dual Review, Research and Resolution, Internal and External Team Lead. As the team lead you will be responsible for a team focused on remediating and responding to reported data collection gaps, examining trends, handling exceptions, and serving as a point of escalation to our external clients in support of our efforts to maintain accurate data and record keeping. This role will require ongoing interaction with Sales, Servicing and other partner groups.

General Responsibilities:

People Leadership
  • Hold direct reports accountable for having a development plan
  • Recruit and retain top talent fostering an environment of trust, collaboration, and belonging
  • Empower, develop, coach, and recognize team to reach personal, professional, and team goals
  • Stay connected and aware of team performance as it relates to people leadership, inclusion and engagement
  • Coach to excellence ensuring satisfaction of job duties following policies, standard and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns

Process Management
  • Understand process performance through an overtime view of metrics and anomalies
  • Learn and apply industry knowledge to improve our process
  • Lead direct reports in creating a culture focused on daily and monthly performance
  • Independently make connections to vision and create grounded recommendations
  • Analyze team data and output
  • Work closely with internal and external partners to coordinate tactical actions and communications
  • Effective execution of client outreach and transaction Dual Review
  • Review all remediation and research cases for appropriate repair and response
  • Assist with maintaining and auditing control effectiveness associated with Dual Review function
  • Proactively identify, communicate and participate in any process enhancement opportunities
  • Leverage exceptional decision making skills and ability to follow procedures in order to mitigate risk
  • Oversee inbound and outbound client calls and provide accurate, satisfactory answers to their queries and concerns. Analyze call center data and performance reports.
  • Strong problem solving skills, basic accounting principles knowledge, documentation skills, research and resolution skills, data analysis and multi-tasking skills

Project Management
  • Work backwards from a 6-12 month destination when serving as customers for strategic and improvement projects
  • Proactively provide clear, succinct updates to problems and progress using facts and data
  • Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risk and issues to delivery
  • Navigate Internal database and input customer information
  • Escalate issues and customer complaints upon discovery
  • Ability to maintain composure and convey a positive attitude while interacting with customers and team members
  • Working in Salesforce with various partner teams
  • Coordinating with primary servicing and sales team on the collection of required data from client
  • General knowledge of deposit and treasury products and services

Risk Management
  • Working knowledge and tracking of top controls, risks and events/issues
  • When complaints, problems and/or issues arise, work with partners driving to root cause and identifying sustainable, repeatable solutions

Desired Attributes and Skills :

To be successful in the role, associates should exhibit the following:
  • Exceptional people leaders who embrace diversity and inclusion and who can lead transformational change
  • 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 with impeccable judgment
  • 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
  • Experience troubleshooting & servicing banking products

Work at 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 by use cellular data (hot spot)
    • Cable or fiber connections are preferred
    • Internet service download speeds must be at least 5 mbps, with 10+ mbps preferred - check your download speed using a speed test. A sample one can be found here . To test your home internet from your personal computer at home, type into the web browser of your personal computer.
    • Sustained ability to maintain latency less than 250 ms in voice calls is required
  • Hard wired connectivity is preferred, any use of wireless connectivity must be Private (non-public) and password protected through WPA2-PSK (AES) encryption. If you have any questions about your encryption, please consult with your internet provider
    • A private network is password protected where you have ownership or line of sight to every device on the network
  • 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.

Candidates must live within 100 miles driving distance from one of our hub locations based in Melville, NY or Plano, TX.

Basic Qualifications:
  • High School Diploma, GED, or equivalent certification
  • At least 2 year of experience with Microsoft Office (Outlook, Excel, Word) OR Google Suite
  • At least 2 years of customer service experience
  • At least 2 years of process OR project management experience
  • At least 2 years of people management experience

Preferred Qualifications:
  • Bachelor's Degree or Military Experience
  • At least 5 years of customer service experience
  • At least 3 years of business process management OR project management experience
  • At least 3 year of experience in Banking Regulations and Laws

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

No agencies please. Capital One is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex, race, color, age, national origin, religion, physical and mental disability, genetic information, marital status, sexual orientation, gender identity/assignment, citizenship, pregnancy or maternity, protected veteran status, or any other status prohibited by applicable national, federal, state or local law. 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 City's Fair Chance Act; Philadelphia's 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 1-800-304-9102 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 One's recruiting process, please send an email to

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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).