Summary:
The Commercial Client Operations (CCO) Coordinator plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account research.
General Responsibilities:
Effectively navigate back office systems to review/research incoming client requests through email or phone call, provide resolution to the client request and communicate resolution
Maintain service levels while completing research and client requests
Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement. This may include process improvement and flags potential risks in accordance with company and regulatory standards, policies, practices
Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns
Work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients when complaints, problems and/or issues arise
Collaborate within and across teams and organizations to analyze and resolve client issues
May be assigned other job-related duties from time to time
Basic Qualifications:
1 year experience in Commercial Banking
College level or any equivalent work experience
At least 1 year customer service experience or any equivalent work experience
Problem solving skills in recommending solutions to address customer needs and expectations
Communication skills in delivering appropriate, direct, and straightforward information
Appropriately tailors written and verbal communications.
Strong understanding of de-escalation techniques and the end-to-end process of servicing
Preferred Qualifications:
Able to work autonomously – be self-sufficient and a self-starter
Able to deliver multiple work expectations efficiently
Ability to work independently and efficiently in a fast paced, high volume customer focus call center
Customer orientation in understanding and listening to customer concerns
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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).
Who We Are
At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. 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. Together, we are on a quest to change banking for good.