Full-Time

Sr. Associate

Process Management, Customer Identity Management Team

Posted on 1/14/2025

Capital One

Capital One

10,001+ employees

Offers diverse financial products and services

Compensation Overview

$78.4k - $98.4kAnnually

+ Performance-based Incentive Compensation + Cash Bonus + Long-term Incentives

Junior, Mid

No H1B Sponsorship

McLean, VA, USA + 1 more

More locations: Richmond, VA, USA

This role is hybrid, requiring 2-3 days per week in-person at one of the listed offices.

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Risk Management
Customer Service
Data Analysis
Requirements
  • High School Diploma, GED or equivalent certification
  • At least 2 years of experience in Business Process Management, Project Management, Relationship Management, Risk Management or Control testing
Responsibilities
  • Execution and support of Customer Identity control ecosystem while enhancing existing process documentation and playbooks
  • Lead incident support, awareness, and driving resolution with engagement across partner teams including Ops, Tech, Product, Compliance, and Intent
  • High level of engagement with our partner teams and leveraging those relationships/interactions to drive opportunities for Customer Identity
  • Lead projects in support of the broader Customer Identity Excellence strategy
  • Leverage data and technology to enhance monitoring and to reduce manual processes
  • Ensure a 'Well Managed' approach to tools and documented processes used to deliver quality analysis and results
  • Day to day oversight of multiple processes which could include risk management of defects and or controls: monitor, report, and plan process improvement or redesign initiatives; define, establish, and manage process controls; identify process improvement opportunities and implement them through collaboration with other groups such as the Risk office, Tech and management; make final recommendations for approval on changes.
  • Collect, analyze and measure process data, to initiate sustainable business practices and procedures and for reporting to senior leadership and executives; review data for trends and gaps in the process that may require additional review.
  • Resolve complex risk defects, problems or transactions, where expertise is required to interpret against controls, policies, guidelines or processes; escalate breakdowns in the process or controls by asking the right questions and identify/ involve the right stakeholders to correct breakdowns.
  • Maintain formal process documents (e.g. procedures, work instructions, process artifacts and diagrams), and document processes, controls, risk management activities and projects (creating project reports, presentations, business cases, and diagrams)
  • Collaborate on larger initiatives, including representing departments on broader change control forums for input and to represent department interests; may challenge forum decisions if project outcome impacts department processes. May participate in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.
  • Provide customer service and training to internal customers on specific processes they manage; may deliver presentations, including up to the executive level.
Desired Qualifications
  • Bachelor's Degree or military experience
  • 3+ years of Process Management, Risk Management, Relationship Management, Control Testing or Project Management experience
  • Lean, Agile, Six Sigma, Business Process Management, or Project Management certification

Capital One offers a range of financial services, including credit cards, savings accounts, car loans, and business checking accounts, primarily in the United States. The company focuses on user-friendly banking solutions with no fees or minimums for checking accounts, making it easier for customers to manage their money. Capital One stands out from competitors through its commitment to financial inclusion and literacy, partnering with organizations to provide educational resources. The goal is to make banking more accessible and straightforward for everyone.

Company Size

10,001+

Company Stage

IPO

Headquarters

McLean, Virginia

Founded

2014

Simplify Jobs

Simplify's Take

What believers are saying

  • AI-driven solutions like Chat Concierge improve customer experience and operational efficiency.
  • The Lifestyle Collection increases customer engagement and loyalty in the travel sector.
  • Acquisition of Discover diversifies offerings and potentially expands market share.

What critics are saying

  • Class-action lawsuit challenges Capital One's affiliate marketing practices, risking financial repercussions.
  • AI-powered Chat Concierge may face data privacy and customer trust issues.
  • Acquisition of Discover may encounter regulatory scrutiny and integration challenges.

What makes Capital One unique

  • Capital One leverages AI to enhance customer service with its Chat Concierge.
  • The Lifestyle Collection targets a broader travel market with curated property benefits.
  • Capital One's acquisition of Discover aims to expand market share and financial offerings.

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Benefits

Medical, Dental, & Vision coverage

Onsite Health Centers

Prescription saving with network of local pharmacies

Stock Purchase Plan

Education Assistance

401(k)

Flexible Spending Accounts

Life and Disability insurance

Generous paid time off + corporate & floating holidays

Registered dieticians on site, cooking classes and free virtual fitness classes

Employee Assistance Program

Company News

MarketBeat
Feb 27th, 2025
Wealthstream Advisors Inc. Invests $287,000 in Capital One Financial Co. (NYSE:COF)

Wealthstream Advisors Inc. invests $287,000 in Capital One Financial Co. (NYSE:COF).

First Class Travel Now
Feb 26th, 2025
Capital One's new transfer bonus to JetBlue

But now, Capital One has launched a transfer bonus that can give you an extra 5,000 TrueBlue points upon your first transfer.

Business Wire
Feb 25th, 2025
Corpay® Upsizes Credit Facility by $750 million

Corpay, Inc. (NYSE: CPAY), a global S&P 500 corporate payments company today announced that it successfully closed on an amendment to its Term Loa

AwardWallet
Feb 22nd, 2025
Capital One Lifestyle Collection: Score Bonus Miles and Hotel Perks Without Elite Status

Later, Capital One introduced the Lifestyle Collection, a curated list of properties that offers select benefits to a broader range of travelers - though with fewer perks than the Premier Collection.

Auto Success
Feb 18th, 2025
Capital One Launches AI-Powered Assistant

Capital One has unveiled Chat Concierge, its first customer-facing agentic AI tool designed to streamline and enhance the car-buying process for both consumers and dealers.

INACTIVE