Retail Customer Protection Assistant Coach

3 days ago

San Fernando, Central Luzon, Philippines Capital One Full time
Alabang , Philippines, Muntinlupa City, National Capital Region (Manila)

Retail Customer Protection Assistant Coach

Summary:
  • The Assistant Coach works as a liaison between associates and managers to help drive productivity and engagement across the department. They will spend the majority of their time focused on ensuring associates feel supported to do their best work. The Assistant Coach will work with various teams to assist with the coaching, training, and the development of associates to improve productivity, efficiency, effectiveness, and customer experience. In addition, developing the skills and competencies needed to be an effective people leader is a key aspect of the role
General Responsibilities:
  • Perform audits to validate accuracy of the work completed by operations associates and to ensure the LOB is compliant with all regulatory requirements
  • Be a key supporter of associates by answering questions, helping to remove barriers that impede their performance, and sharing of performance-related trends
  • Effectively communicate associate performance, business losses, and other key concerns to leadership, team, and various stakeholders, verbally and in writing
  • Maintain the ability to be agile in learning various work types and support multiple teams as needed
  • Be knowledgeable about Retail Bank systems and have the ability to troubleshoot and resolve issues that associates may face
  • Conduct or join stand ups to share key updates, business trends, department news, and help build engagement and morale
  • Be a key supporter in building training or nesting materials to upskill associates
  • Lean in to support broader department initiatives that help drive process improvements, improve associate engagement, or projects that continue to push the business forward
Basic Qualifications:
  • Educational Background: At least 2 years of college or with equivalent work experience
  • At least 1 year of Customer Protection Operations experience
  • Working knowledge of the Retail and 360 product lines and SME in all Bank Fraud and Claims processes, systems, and work types
  • Communication skills in delivering appropriate, direct, and straightforward information.
  • Appropriately tailors written and verbal communications
  • Customer orientation in understanding and listening to customer concerns
  • Problem solving skills in recommending solutions to address customer needs and expectations
  • Strong attention to detail and good judgment
  • Ability to handle difficult calls and sensitive information
  • A Subject Matter Expert and have the ability to work all fraud reports in the department as needed
  • Uses their previous experiences and judgment to make decisions, coach others, and share information in broader group settings
  • Has the ability to prioritize multiple tasks and have effective time management skills
  • Has a high passion for development and a desire to become a people leader
  • Team-player
  • Computer-literate
  • Willing to be trained
Eligibility Criteria for IJP:
  • Associate must have a recent rating of at least a "Strong" or above
  • Associate's current time in position, as noted on Workday is greater than or equal to 6 months
  • Associate is not actively on any type of a Performance Improvement Plan (PIP)
  • Associate must not have any written warning corrective action and up in any stage of the application process
  • Associate must meet all minimum requirements and Basic Qualifications (BQs) of the job, as outlined in the internal job posting
NOTES:
  • Open to Sr. Coordinators from Fraud Investigation
  • Promotion through IJP is only up to Senior Associate level for Operations Groups
  • Requisition open under local terms
  • Candidate must have appropriate paperwork to work in the Philippines
  • Completion of internal questionnaire is required to proceed
  • Don't forget to upload your resume in Workday before submitting your application. Incomplete application may delay in processing.
No agencies please. 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 ; 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 or via email at 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

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

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).

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