Capital One Associate, Client Onboarding - Plano, TX/ Richmond, VA in Plano, Texas

Plano 1 (31061), United States of America, Plano, Texas

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.

Associate, Client Onboarding - Plano, TX/ Richmond, VA

Title: Client Onboarding Associate

Internal Level: Associate

Location: Richmond, VA or Plano, TX

Hours: 11am-8pm EST/ 10am-7pm CST

The Client Onboarding Associate (COA) will possess solid technical knowledge of commercial card products. The associate will manage the onboarding, new account set up and spend enablement process for Commercial Card accounts. This role is relationship focused and includes being the primary lead for all client-facing communication needs for both the sales manager, scrum master, senior leadership team and new external client. The Client Onboarding Associate (COA) will work closely with the Sales Officers and all horizontal business partners to drive revenue generation by increasing commercial card spend through effective process management for new client accounts including any maintenance requests. The COA will be working in a high touch, high volume environment that will demand the need for exceptional communication skills, fast learning, and ability to multitask at a high capacity. The Associate will work a 11am-8pm EST/ 10a-7p CST shift (depending on location).

Responsibilities

The Client Onboarding Associate (COA) is responsible for an efficient and effective new account setup, onboarding, training, consulting and coaching of clients and, as needed, providing service support for sales managers for any service needs. (This will be for new or existing Commercial Card products) The COA is also responsible for assisting and supporting required internal partners (i.e., product, operations, technology, and risk) to ensure the smooth delivery of products and services within agreed upon promise dates to the client to drive forecasted commercial card spend.

  • Maintain a current portfolio of client onboarding cases and related promised dates, monitoring requests in queue to ensure aged items are expedited in a timely basis

  • Work with each Sales Manager to determine Promise Date for when the client will be able to make a payment

  • Own the onboarding work for their Sales pod

  • Individually responsible for the quality and timeliness of all project deliverables, including executing client program configurations

  • Communicate upcoming deals in the pipeline to Onboarding Process Manager to allow view into upcoming capacity

  • Know the status of all cases in their Sales pod prior to Pipeline calls

  • Participate in monthly Sales Pod Retrospectives

  • Partner with Sales to review spend report and determine client outreach for vendor calling file

  • Perform any general servicing for client through 1st month

  • Operates with minimal supervision and exercises professional judgment in making decisions that impact the client experience

  • Establish and maintain a high-level of credibility with business partners

  • Provide a best in class client experience, while managing internal and external client expectations

  • Assists with implementation and maintenance request while meeting defined SLAs with a focus on expediting revenue generation

  • Attend meetings and training as required to continue development and to enhance knowledge of commercial card products, processes, and technologies

  • Engage with client as needed

  • Will involve travel to client site in some cases

BasicQualifications:

  • High School Diploma, GED or equivalent certification, or military experience

  • At least 2 years of customer service experience

Preferred Qualifications

  • Bachelor's Degree

  • At least 2 years of sales and client facing service experience in a high-volume environment

  • At least 1 year of experience with lean/agile methodologies

  • At least 1 year of Process Management experience

  • Understanding of the commercial card sales process

  • Experience with TS1 System or similar “green screen” (non-web based systems)

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