Sr. Coordinator, Commercial Client Operations

Alabang , Philippines, Muntinlupa City, National Capital Region (Manila)Sr. Coordinator, Commercial Client Operations

Summary:

• The Commercial Client Operations (CCO) Sr. Coordinator plays a pivotal role in providing an array of services that enable us to care for the needs of our Commercial Banking clients by fulfilling client requests through email or voice channels within prescribed timelines. The requests include but are not limited to general servicing, account inquiries and maintenance, account servicing change-in signers and further account research.

General Responsibilities:

• Effectively navigate back office systems to review/research incoming client requests through email or phone call, provide resolution to the client request and communicate resolution
• Maintain service levels while completing research and client requests
• Identify, analyze and provide proactive feedback to management regarding trends and areas of opportunity for process improvement. This may include process improvement and flags potential risks in accordance with company and regulatory standards, policies, practices
• Execute job duties following policies, standards and/or procedures within target turnaround times and quality levels; bring awareness to management any constraints or concerns
• Work with partners driving to root cause and identifying sustainable, repeatable solutions to ensure repeat occurrences are avoided for all clients when complaints, problems and/or issues arise
• Demonstrate critical thinking, strong problem solving and decision making
• Exhibit strong verbal and written communication
• Collaborate within and across teams and organizations to analyze and resolve client issues
• Ensure the highest standards of service delivery to clients
• May be assigned other job-related duties from time to time

Basic Qualifications:

• College level or any equivalent work experience
• At least 1 year customer service experience or any equivalent work experience
• Problem solving skills in recommending solutions to address customer needs and expectations
• Communication skills in delivering appropriate, direct, and straightforward information
• Appropriately tailors written and verbal communications.
• Strong understanding of de-escalation techniques and the end-to-end process of servicing

Preferred Qualifications:

• 1 to 2 years experience in Commercial Banking
• Able to work autonomously – be self-sufficient and a self-starter
• Able to deliver multiple work expectations efficiently
• Ability to work independently and efficiently in a fast paced, high volume customer focus call center
• Customer orientation in understanding and listening to customer concerns

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.

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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).