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Capital One · 5 hours ago

Principal Associate, Client Services

Charlotte, NC

Full-time

Hybrid

Mid, Senior Level

$93K/yr - $107K/yr

3+ years exp

Capital One is a leading financial services company offering a range of banking products and services. They are seeking a Principal Associate in Client Services to lead a team of associates, manage client interactions, and ensure a top-tier client experience while balancing risk management. The role involves strategic development, performance management, and collaboration across teams to enhance client satisfaction.

BankingCredit CardsFinanceFinancial Services

Comp. & Benefits

No H1B

Responsibilities

Manage a pod of Client Service associates including development and performance management

Lead the management of day-to-day pod BAU work, identify work trends and issues, and review well-managed reports and dashboards to ensure the pod’s work is progressing properly

Lead the development of CS strategy, and identify opportunities to improve internal controls, processes, and procedures

Serve as process managers of various L3 processes

Serve as the first line of defense for troubleshooting identified problems, and as the POC through whom all pod issues, risks, and other escalations are communicated to senior leadership

Own the client experience in all interactions including detailed follow through

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

Keep internal and external stakeholders (client, sales, service, operations, product) informed of status, risks and issues to delivery

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

Make it easy for a client to interact with Capital One

Learn and become an expert in Capital One credit, deposit, and treasury management

Products and services to proactively and reactively resolve client’s needs

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

Collaborate within and across teams and organizations to analyze and resolve client issues

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 Client Solutions with internal partners and clients based on proven track record

Of sound judgment

Develop solutions to problems based on subject matter expertise and research of areas

Within and beyond own area of responsibility

Deliver results which routinely exceed requirements and expectations with minimal guidance on unstructured objectives

Contribute to team goals and actively questions decisions and assumptions to elevate team performance

Travel to client sites when required

Work on projects as requested

Own your individual development

Qualification

Client Services ExperienceRelationship ManagementRisk ManagementProject ManagementMicrosoft OfficeTreasury ManagementBusiness Process ManagementCommunication SkillsTeam CollaborationProblem SolvingAdaptability

Required

High School Diploma, GED or equivalent certification

At least 3 years of experience in client services, customer service, business process management, project management, relationship management or risk management

At least 3 years of experience in Microsoft Office (Outlook, Excel, Word, PowerPoint) or Google Suite (Sheets, Slides, Docs)