Principal Associate Phone Business Servicing Operations

About the role

Build the Future: At BC&P, we bring a builder's mindset to work, just like the business owners we serve. Businesses are a different kind of customer. They're the people turning ideas into opportunities, and opportunities into livelihoods. When we build for them, we build something bigger. That's why we have a high bar for quality. We own the work end to end, turning today's insights into tomorrow's results, together. We're relentlessly curious. We ask the hard questions. We make space for the best ideas to win. Because that's how we create impact we can be proud of.

About the team: Our Commercial Card Servicing Team within the broader BC&P Business Operations group is looking for a dynamic, analytical leader who is passionate about delivering superior customer experience while cultivating a high-performing group. If you are a strong integrative thinker, creative problem solver and possess strong interpersonal and relationship-building skills, then this is the job for you!

Job Responsibilities

• Team Leadership and Development: Manage and motivate a team of ~25 customer service representatives and 2 or more leaders, including hiring, training, coaching, and performance evaluations to optimize productivity and quality standards.
• Develop and implement training programs to ensure agents are knowledgeable about products, services, and company policies.
• Identify and address performance gaps, providing constructive feedback to improve individual and team performance.
• Operational Management: Monitor and analyze key performance indicators (KPIs) such as call volume, average handle time, customer satisfaction, and first contact resolution to identify areas for improvement. Optimize call center workflows, staffing levels, and scheduling to ensure efficient operations and meet customer demand.
• Customer Issue Resolution: Handle escalated customer complaints and complex issues, collaborating with other departments to find solutions and ensure customer satisfaction. Develop and implement strategies to proactively identify and address potential customer concerns.
• Strategic Planning and Analysis: Develop and execute strategic plans to improve customer service delivery, aligning with company goals and objectives. Analyze customer feedback data to identify trends and areas for improvement, driving continuous quality enhancement. Conduct cost-benefit analysis to evaluate new initiatives and optimize resource allocation.
• Cross-Functional Collaboration: Partner with other departments like sales, marketing, and product development to ensure seamless customer experience throughout the entire lifecycle. Communicate customer insights and feedback to relevant stakeholders to inform product development and business decisions.

Qualifications

• High School Diploma, GED or equivalent certification
• At least 3 years of experience in People Management
• At least 3 years of call center experience

Preferred Qualifications:

• Bachelor's Degree or Military experience
• 3+ years of experience in Process Management
• 5+ years of experience in People Management
• 2+ years of experience supporting card products and services

Pay

Salaries for Principal Associate Phone Servicing Operations vary by location:

• Plano, TX: $98,900 - $112,900 for Principal Ops Associate
• Richmond, VA: $98,900 - $112,900 for Principal Ops 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.

Schedule

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI).

Benefits

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.

Equal Opportunity Employer

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.

Contact Information

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations. For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com.