Operations Training and Development Associate
Capital One
full-time
Posted on:
Location Type: Hybrid
Location: Plano • Texas • United States
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Salary
💰 $66,700 - $76,100 per year
About the role
- Support, develop, motivate, and strive to exceed standards of customer service and experience
- Responsible for agent training and nesting programs
- Ensure Set Up My Loan operations has appropriate sources of truth for agents to reference
- Work together with leadership and Process associates to ensure agent job aids are updated and maintained in Jarvis
- Create refresher training to enhance agent knowledge and drive complaints to zero initiatives
- Update/create back office agent training materials for a strong new hire experience
- Collaborate with various leaders and support partners
- Report out progress with all activities
Requirements
- High School Diploma, GED, or equivalent certification
- At least 2 years of experience coaching or mentoring associates
- At least 2 years of experience using Google Suite or Microsoft Office
- At least 3 years of experience in call center for banking or financial services
- Preferred: At least 2 years experience in an auto titling office or auto loan originations or auto finance or auto refinance experience
- Preferred: At least 3 years of experience with Google Sheets using formulas such as queries, vlookup, etc.
Benefits
- Performance based incentive compensation (cash bonus(es) and/or long term incentives)
- Comprehensive, competitive, and inclusive set of health, financial and other benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
coachingmentoringGoogle Sheetsformulasqueriesvlookupcall center experienceauto loan originationsauto financeauto refinance
Soft Skills
customer servicemotivationcollaborationtraining developmentcommunicationleadership
Certifications
High School DiplomaGED