Assistant Coach - Customer Success & Solutions Team - Laurel, MD

Laurel 3 (17304), United States of America, Laurel, Maryland

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Assistant Coach - Customer Success & Solutions Team - Laurel, MD

The Assistant Coach, in partnership with a front-line Coach, will support a team of 18-22bank associates. Responsibilities include coaching, mentoring, floor walking, call monitoring, and providing escalation support for client requests. The successful candidate will periodically take inbound calls to support the team and to demonstrate how to effectively manage a client call. The Assistant Coach is an important leadership role in the contact center, and will assist with key projects, contests, bank initiatives and other activities as needed.


  • Develop solutions dedicated to fostering a positive work environment, teamwork, growth and high morale within the department.
  • Will assist in writing employee mid-year and end of year performance reviews.
  • Support inbound calls periodically, emphasizing a focus to assist in achieving service level.
  • Assist with Team Quality Monitoring and Coaching
  • Handle Escalated Calls effectively with the goal of addressing and resolving issues directly and regaining customer commitment to brand.
  • Perform Investigations as necessary with respect to account set ups, transactions, etc.
  • Keep current on all updates, changes to policies, procedures and products.
  • Assist with the recruiting and placement of front line service associates.
  • Contribute positively to the team effort with ideas, suggestions and actively participating in team meetings and discussions.
  • Will act as a liaison between bank associates and other departments such as Customer Service Workforce.

Basic Qualifications:
  • High School Diploma, GED or Equivalent Certification, or Military Experience
  • At least 2 years of experience in customer service

Preferred Qualifications:
  • Bachelor's Degree or Military Experience
  • At least 3 years of call center experience
  • At least 3 years of retail management experience
  • At least 2 years of experience in leading and managing large teams of 15+ associates

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

Back to top