Process Associate - Small Business Controls

McLean 2 (19052), United States of America, McLean, Virginia

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.

Process Associate - Small Business Controls

At Capital One, we think big and do big things. We are a high-tech company, and a nationally recognized brand that reaches tens of millions of consumers. We are a passionate and entrepreneurial team that embraces bold ideas, fosters collaboration and delivers great experiences for our customers. We're looking for an Associate level Process Manager to support the Small Business Controls team.

This associate's primary focus is to remediate sales and customer data for the Small Business Bank's Salesforce System (CRM system). This position will ensure data is clean and credible to support the sales force and strategic decision making. In order to do this, this associate will follow the Policy & Procedure Guide (PPG) and Certified Processes to insure compliance. This associate will also resolve daily user customer management requests and issues within designated service level agreements.


  • Perform data integrity of relationship and customer data across Small Business Salesforce, RM/CIS (Retail Relationship System) and WCIS (Wholesale Customer Information System) applications. This includes: proactive monitoring of duplicate records, customer to customer relationships, broken relationships and duplicate records within SLAs
  • Research and complete data sync/diff issues to ensure data integrity
  • Perform Account Transfer Process using SQL and data warehouses
  • Ensure compliance with company policies and procedures using Process & Procedure Guides (PPGs) and certified processes
  • Manage incoming service requests
  • Provide training to increase user understanding of policies and procedures and use of the Salesforce system
  • Research and complete complex customer management service requests utilizing multiple bank systems
  • Escalates user issues
  • Provide customer service support and training to internal users
  • Identify and provide process improvement solutions
  • Participate in managing special projects or supporting general project work.
  • Research and resolve data issues
  • Partner with Salesforce teams to provide user feedback and enhancement considerations
  • Build relationships with partner teams and support partner team projects as requested

An Ideal Candidate Possesses:
  • Strong communication, problem solving, analytical and results focus skills
  • Advanced knowledge of Microsoft Excel (pivot tables, macros)
  • Understanding of SAS, SQL, Teradata or other data analytics or database related platforms
  • Knowledge using CRM applications

Basic Qualifications:
  • High School Diploma, GED or equivalent certification, or military experience
  • At least 2 years of experience with Microsoft Office (Word, Excel and Outlook) or 2 years of experience working with G Suite and G Suite knowledge repositories
  • At least 1 year of experience in identifying and resolving process breakdowns
  • At least 1 year of experience in relationship management

Preferred Qualifications:
  • Bachelor's Degree
  • 2+ years of Business Banking or Small Business Banking experience
  • 2+ years of Process management experience
  • 1 year of experience using CRM applications
  • 1 year of experience with Help Desk or in a technology support role

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

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