Capital One
Change everything. Starting with your career.
Richmond, VA, USA

Senior Associate, Client and Executive Communications

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West Creek 7 (12077), United States of America, Richmond, Virginia
Senior Associate, Client and Executive Communications
Capital One is looking for an energetic and strategic communicator to join our team and support Commercial Bank associates and client communications. This is a dual role, supporting both client communications (Keep Me Informed) and executive communications and is part of the Commercial Bank Communications and Change Management team.
As a Senior Associate in External Client Communications, you'll be part of a team responsible for developing client-facing servicing (meaning, non-marketing) communications to keep clients informed of any service-related changes or enhancements to their Commercial Bank product. You'll develop emails, letters, client talking points/FAQs, outbound call scripts, tech messages, user guides and system announcements for a variety of needs, including: Product/service updates and changes, emergency and crisis communications (data breaches, weather- or fraud-related emergencies, etc.), change in terms, repricing events, and system platform updates.
You'll also be responsible for supporting executive communications plans that inform and engage associates while helping them stay connected to our Commercial Bank goals, strategy, and culture. You'll innovate new ways to engage our associates through creative campaign delivery, deeply understand team and business needs, influence stakeholders, assess the performance and health of our communications strategy through metrics analysis, recognize and celebrate our associates, and more.
A successful candidate will have proven experience with and knowledge of communications principles, both verbal and written. The candidate should also possess strong influencing and problem-solving skills, as well as exceptional communication skills with all levels of the organization.
Responsibilities :

  • Balance multiple projects at one time and seamlessly change hats (from client comms to executive comms) in a fast-paced environment.
  • Advise on communication strategy, i.e. what types of communications would work best in different situations, and execute accordingly.
  • Be diligent in using correct grammar and language in all communications, using the Capital One enterprise Brand Standards and "Brand Voice."
  • Support organizational announcements, meeting and speaking engagement preparation, and team updates that inform and inspire associates
  • Respond quickly to urgent requests to create communications for emergencies (often same-day turnaround) and prioritize work accordingly.
  • Translate complex topics into simple, "non-banky" messages that clients can easily understand. The messaging should be so clear that it leads to a decrease in call volumes, creating a client-first experience.
  • Contribute to ad-hoc projects to improve team or associate communication processes.
  • Work with partners to gather and implement required feedback in all communications (Legal, Compliance, Leadership, etc.).
  • Build competencies as a Communicator and serve as a champion for clear, consistent messaging across Commercial Bank.
  • Contribute to internal reporting and updating metrics.
  • Keep internal websites and documentation accurate and engaging for our internal partners.

Basic Qualifications :

  • High School Diploma, GED or equivalent certification
  • At least 3 years of experience in Communications, Public Relations or Technical Writing

Preferred Qualifications :

  • Bachelor's Degree or Military experience
  • 5+ years of experience with communications
  • 1+ years of experience with JIRA, Confluence, Roadmunk or other Agile software solutions

At this time, Capital One will not sponsor a new applicant for employment authorization for this position.
How our hybrid model works :
This role is hybrid meaning associates typically spend about half their time (2-3 days per week) in-person at one of our offices listed on this job posting. Monday and Fridays are enterprise- wide virtual work days . Tuesday, Wednesday and Thursday are in-person days for associates to spend time together working in our beautifully-designed team areas.
Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at the Capital One Careers website . Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.
This role is expected to accept applications for a minimum of 5 business days.
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 (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable 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.

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.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated 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
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 insurance
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 insurance
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
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
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.
Financial & Retirement
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
Charitable contribution matching
Child Care & Parental Leave
Childcare 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.
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
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
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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