Senior Associate, Client Service Onboarding

Overview

Senior Associate, Client Service Onboarding

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 Jericho, NY, Richmond, VA, Charlotte, NC or Plano, TX.

At Capital One, we’re building a leading information-based technology company. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams.

Treasury Management Operations works with commercial clients, both proactively and reactively, for all their product onboarding needs. Our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. 

At the Senior 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. You will possess an in-depth technical knowledge of Treasury Management products.  You will utilize your expertise to manage the end-to-end implementation process for Treasury Management products and provide product implementation support and training to clients.

General Responsibilities :

• Acts as the "project manager" and the primary point of contact for new client / new product setups by defining and managing all implementation activities

• Creates and manages to implementation project plans, coordinating internal and client stakeholders to ensure timely execution

• Coordinates with clients, and sometimes vendors of clients, to execute all required testing activities to ensure that the client has a smooth experience with their products from inception

• Liaises, collaborate and coordinates with business partners across the Commercial Bank, and sometimes with external vendors, to facilitate the timely setup of the clients' products and services

• Leads and facilitates all necessary training activities to ensure the client has a seamless transition as they begin to use their new products and services

• Learn and become an expert in Capital One credit, deposit, and treasury management products and services to proactively and reactively resolve client’s needs

• Execute job duties following policies, standard and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns

• 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

• Research and learn about your client’s industry, business, and individual banking needs

• 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 Treasury Management Operations with internal partners and clients based on proven track record of sound judgment

• Develop solutions to treasury management problems based on subject matter expertise and research of areas within and beyond own area of responsibility

• Work on projects as requested

• Own your individual development

Desired Attributes and Skills :

We seek associates who are:

• 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

• 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

Work from 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 via cellular data or hotspot 

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

  • Internet service must be provided by Cable or fiber Internet Service Provides (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 , 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 are 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 Living Requirements :

• Candidates must live within approximately 50 miles of one of the hub locations based in 23238, 28203, 75024 or 11753 and be comfortable coming in person whenever required with no less than 24 hours notice.

Basic Qualifications :

• High School Diploma, GED or equivalent certification

• At least 2 year of experience in customer service, business process management or project management

• At least 2 year of experience in Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)

Preferred Qualifications :

• Bachelor’s Degree or Military experience

• 3+ years of customer service, business process or project management experience

• 3+ years of experience with Treasury Management

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

#CommOps

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Charlotte, NC: $80,800 - $92,200 for Client Service Onboarding Sr. Associate

Plano, TX: $80,800 - $92,200 for Client Service Onboarding Sr. Associate

Richmond, VA: $80,800 - $92,200 for Client Service Onboarding Sr. Associate

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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 (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. 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.

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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).