Principal Risk Specialist, Complaints & Insights - Business Cards & Payments

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Summary:

Business Cards & Payments Risk Managers are experienced and progressive individuals that operate within a highly collaborative team environment to deliver value-added risk management services to our BC&P partners. Our team is looking for a complaints strategist to deliver deep insights into customer escalations and partner on horizontal initiatives in support of BC&P customers.

This is a high-impact and rewarding role, where you get to work everyday to better understand sources of customer friction and dissatisfaction which includes listening to the sample of customer calls, and supporting strategy for how we make things better across BC&P, and overall Card organization. You will be participating in high-impact initiatives creating positive impacts on both customer and agent experience within the B&CP complaints end-to-end ecosystem. Core responsibilities include conducting analysis to diagnose inefficiencies and policy or process gaps that prevent BC&P business from meeting customer needs, closely partnering with business and servicing teams to gain alignment with leadership and drive strategic changes to deliver improved customer outcomes and eliminate pain points, partnering with operations to transform current processes and customer interactions through test and learn initiatives, and contributing to and shaping the story around complaints that is shared with executive leadership.

General Responsibilities:

• Strategic Partner with US Card Complaints team on business strategies that will drive growth, profitability, and competitive success for BC&P business in the face of shifting consumer and regulatory demands
• Work closely with colleagues across Capital One including: Horizontal, Servicing Strategy, Customer Channels, and others to drive awareness around customer experiences
• A proven track record of decision making and problem solving based on analytics. Conceptual thinking skills must be complemented by a strong quantitative orientation enabled by rigorous analysis
• Good written and oral communication credentials, coupled with strategic influencing skills and the ability to build consensus
• Deep customer-backed thinking to develop product, policy, and servicing strategies in interconnected, white space problem areas across entire customer lifecycle
• Conduct research across complaint topics to develop a perspective on customer pain points and package key insights in a format to be shared with executive leaders
• Manage delivery of business intent, build business requirements, socialize with relevant business stakeholders, and navigate roadblocks through implementation
• Tenacious decision making with ability to bring a healthy, aggressive, yet responsible approach to business
• Attention to detail when performing a sample quality assurance review in adherence with enterprise complaint monitoring expectation across the T2 and T3 complaints
• Display an intense focus on achieving both short and long term goals with an ability to drive and execute an agenda in an uncertain and fluid environment
• Ability to contribute to and leverage the capabilities of a high-performing team, as well as business partners across the enterprise; ability to foster innovation, drive critical decisions, hold business partners accountable, and be able to consistently deliver results
• Successful track record of thriving in a fast paced, entrepreneurial and dynamic environment

Basic Qualifications:

• Bachelor's Degree or military experience
• At least 1 years of experience in Risk Management
• At least 2 years of experience in Regulatory Compliance

Preferred Qualifications:

• Master's Degree in Business or quantitative field such as Finance, Economics, Physical Sciences, Math, Statistics, Engineering
• 3+ years of experience in analysis
• 2+ years of experience in financial services
• 2+ years of experience in people management
• 1+ year of experience in consulting

Capital One will consider sponsoring a new qualified applicant for employment authorization for this position.

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

McLean, VA: $117,300 - $133,900 for Principal Risk Specialist

Richmond, VA: $106,700 - $121,700 for Principal Risk Specialist

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.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

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. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer committed to diversity and inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth or related medical conditions), race, color, age, national origin, religion, disability, genetic information, marital status, sexual orientation, gender identity, gender reassignment, citizenship, immigration status, protected veteran status, or any other basis prohibited under applicable federal, state or local law. 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.

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

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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).