Capital One
Dallas-Fort Worth, TX

Principal Associate, Client Services - Quality Special Services Team Lead (Dallas, TX)

| Dallas-Fort Worth, TX
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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 www.speedtest.net 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 [email protected] . 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 [email protected]
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).
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What are Capital One Perks + Benefits

Capital One Benefits Overview

At Capital One, we're committed to ensuring you and your family feel supported and cared for, and we know that your benefits play a large role in that support. Our goal is to provide a comprehensive and competitive set of benefits that offer the flexibility and choice to meet the diverse needs of all associates. We want each of you to Be Well physically, emotionally, and financially.

Culture
Volunteer in local community
Volunteer projects are encouraged and supported by Capital One through both traditional monetary contributions and flexibility to participate in associate-led initiatives.
Partners with Nonprofits
Capital One’s philanthropy program provides grants to organizations that support education, financial literacy and community development, including affordable housing and small business development.
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Business Resource Groups (BRGs) play an important role in attracting world-class talent, developing tomorrow’s leaders, engaging and retaining our diverse workforce and enhancing our workplace.
Hiring Practices that Promote Diversity
Our professional recruiting teams focus on attracting underrepresented talent for our key business roles, including analyst, product, and tech roles across varied tactics and connection points.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Capital One offers two flexible spending accounts (FSAs) – a Health Care FSA and Dependent Care FSA – administered by Anthem.
Disability Insurance
Capital One automatically provides full-time associates with Short-Term Disability and Basic Long-Term Disability coverage at no cost. You have the option to purchase Supplemental Long-Term Disability
Dental Benefits
Capital One offers coverage through Delta Dental to help you maintain your smile through regular preventive care and treatment for any dental problems that may arise.
Vision Benefits
To help you keep life in focus, vision coverage through Anthem Blue View Vision provides benefits for eye exams and vision correction treatment.
Health Insurance Benefits
Our medical plans provide comprehensive and affordable coverage for a range of health care services and are designed with the ability to be flexible and choose which benefits work for your needs.
Life Insurance
We provide full-time and eligible part-time associates with Basic Life, and Accidental Death and Personal Loss (AD&PL) Insurance at no cost.
Wellness Programs
Onsite Gym
Mental Health Benefits
Capital One's Employee Assistance Program provides a robust set of services including telephonic, virtual and/or face-to-face counseling, legal and financial assistance, ID theft recovery, and more.
Retirement & Stock Options Benefits
401(K)
Through automatic payroll deductions, you may contribute up to 50% of your Annual Benefits Salary (base salary, shift differential, bonuses, commission, incentives and overtime) to your account.
401(K) Matching
Capital One will match 100% of the first 3% of Annual Benefits Salary that you contribute, plus 50% of the next 3% of Annual Benefits Salary that you contribute.
Employee Stock Purchase Plan
You can elect to contribute between 1% and 15% of your base salary** to the ASPP and receive a partial match on your contributions from Capital One. **Includes standard pay and any commissions
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
The Bright Horizons Care Advantage Program provides alternative child and adult care options during a lapse or breakdown in normal care arrangements.
Generous Parental Leave
Flexible parental leave options are available to full-time associates at the time of their child’s birth or arrival in their home.
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
The Adoption Reimbursement program provides financial support to full-time associates who are building their families through adoption.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Capital One’s perks and benefits are progressive and industry leading. We have always believed in the importance of providing comprehensive and expansive benefits to complement and contribute to our associates’ total compensation package. For example, we were one of the first major companies to offer same-sex marriage benefits back in 1997 and we have since continued to build our benefits portfolio to include a host of other LGBTQ+ friendly offerings, from fertility coverage to reimbursements for associates who chose to build their families through adoption and surrogacy, to domestic partner benefits and health coverage for gender reassignment. In addition, Capital One’s campuses offer fitness facilities, cafés and, at certain locations, onsite health services for associates and their families. Our benefits package is unique as it provides flexibility for you to determine your path to health, wealth and life support.

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