Senior Associate Digital Operations
Location:
Plano , Texas
Posted:
February 08, 2017
Reference:
R16802
Plano 2 (31062), United States of America, Plano, Texas

Senior Associate Digital Operations

The Company:

Capital One, a Fortune 500 company and one of the nation’s top 10 banks, offers a broad spectrum of financial products and services to consumers, small businesses and commercial clients. Our goal is to create one of the nation’s great banks, and we have the necessary ingredients: a strong balance sheet, resilient businesses, a massive customer franchise, strong analytical capabilities, and great people. We nurture a work environment where people with a variety of thoughts, ideas and backgrounds, guided by our shared Values, come together to make Capital One a great company – and a great place to work.

The Role:

As a Senior Associate leading the Voice of Agent/Associate within Digital Operations, you will be part of a smart, talented team responsible for creating and enhancing processes that allow customers to efficiently manage their home loans online as well as on their mobile devices.  You will be responsible for creating and enhancing processes and tools that help our call center agents educate and assist customers in managing their Home Loans online (web and mobile) and help our agents better assist customers through the origination, onboarding and default processes.   You will be working to design and maintain resources that provide sustainable, quality information for the new digital servicing capabilities.  This will be an effort to continuously enhance associate Digital Literacy and expertise.

  • Lead the Voice of Agent/Associate (VOA) channel of the Digital Operations Team.
  • Work with Product Managers to learn about upcoming features and create tools to communicate upcoming feature functionality to prepare our call center agents
  • Develop and maintain feature documentation, regular communications, and various online updates (ex. clickable demos, troubleshooting tool, and digital playground).
  • Ensure all agent tools and information are consistently updated on a near real-time basis.
  • Identify and recommend improvements to the digital agent support interaction.
  • Serve as a Digital SME to our operations partners.

We are seeking dedicated and disciplined professionals who excel in a team environment. This person will have excellent communication skills, is a self-starter with a high attention to detail, and adapts to change quickly.

  • High School Diploma, GED, or equivalent certification
  • At least 5 years of experience using a smart phone or at least 5 years of experience using tablet apps 

  • Bachelors Degree or Military experience
  • Prior Process Management training.
  • 1 year of experience working within a Call Center environment.
  • Highly motivated associate with demonstrated personal initiative.
  • Detail oriented and quality focused.
  • Strong verbal and written communication skills.
  • Flexibility in role as business requirements shift in the future.  Ability to learn new tasks and procedures quickly with little assistance

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


A little about us:
Headquartered in McLean, Virginia, Capital One® offers a broad array of financial products and services to consumers.

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