Capital One Principal Associate, Client Complaints Specialist in Richmond, Virginia

West Creek 5 (12075), United States of America, Richmond, Virginia

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.

Principal Associate, Client Complaints Specialist

Commercial Operations (CML Ops) is one of the largest divisions in the Commercial Bank, this teams 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 Solutions team.

The Client Solutions team works with the Commercial Bank’s clients, both proactively and reactively for all of their servicing needs. All of our associates are on the frontline, delivering on our commitment to provide a beautiful client experience. We are growing and looking for great customer focused advocates to join the team. We are currently searching for Principal Associate, Client Complaints Specialist.

Job Description & Ideal Candidate:

This individual in this role will support all commercial lines of business to manage adherence to internal policies and procedures and take care of our clients. The right candidate will use analytics to understand trends in process breakdowns and partner with other businesses at Capital One to align best practices across the enterprise.This individual’s responsibilities will include but are not limited to:


  • Leading and owning oversight of smaller process improvement work and collaborating with teammates on larger initiatives

  • Collecting data and information and using analytics and reporting to provide transparency to senior leadership and executives

  • Identify and implement process improvements driving issue resolution/risk mitigation activities

  • Tracking and resolving process breakdowns

  • Understanding customers’ needs of the process and driving process improvements

  • Developing and maintaining formal process documentation including procedures and process flow diagrams

  • Acting as a subject matter expert to effectively partner with project customers to achieve desired outcome or improvement by clarifying needs and providing appropriate solutions

  • May lead a team and/or direct others on projects

Basic Qualifications:

  • High School Diploma, GED, or Military experience

  • At least one year of experience with Microsoft Office or Google Suite

  • At least one year of process management experience

Preferred Qualifications:

  • Bachelor’s Degree

  • Lean, Agile, Six Sigma, Business Process Management, or Project Management certification

  • At least one year of experience in Compliance or Risk Management

  • At least two years of experience in Process Management

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