Customer Protection Innovation & Analysis Intern - Summer 2020

Thomas Edison South (74051), United States of America, St Cloud, Minnesota

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.

Customer Protection Innovation & Analysis Intern - Summer 2020

The Customer Protection Innovation & Analysis Intern is responsible for supporting several highly-specialized customer contact center teams focused on delivering the best possible customer experience through the process of claims intake as well as identifying and preventing fraud. Support will be provided through trend analysis and process improvement while driving digital enhancements.


- Leading focus groups and brainstorming sessions

- Process Mapping

- Value add vs. Non-Value add reviews

- Completion of simple and complex business analysis

- Narrow scope project management

- Collaboration with Customer Protection leadership in implementing process changes

- Create and maintain performance reporting

- Cross site and team collaboration in order to solve complex problems to mitigate fraud loss

- Review and respond to fraud phone intake reporting including performance and volume

metrics ensuring an exceptional Customer Experience

- Ability to perform job duties with minimal direct supervision in a fast-paced, ever changing


Basic Qualification:

- Bachelor's Degree or higher obtained between December 2019 and August 2021

Preferred Qualification:

- A working knowledge of Google Suite products

- Proficient in Microsoft Excel

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

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