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Capital One

Sr. Operations Representative

San Pedro, Philippines

Alabang (96050), Philippines, Muntinlupa City, National Capital Region (Manila)

Sr. Operations Representative

JOB SUMMARY:

To take inbound calls and/or make outbound calls to handle account-related concerns and recommend optimal solutions within the desired levels of customer service delivery

To deliver new-hire training and operational technical training to associates

MAJOR RESPONSIBILITIES:

1. Account Servicing. Listens attentively to customers in order to address issues / questions responsibly; Updates account information, as requested by the customer; Transfers the customer to the appropriate department, as needed

2. Functional Knowledge. Displays expertise in product and service knowledge; Understands and adheres to company policies and procedures.

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3. Training. Completes and passes assessment of the required web-based trainings (WBT) within timelines to prevent potential job risks

4. May be assigned / rotated across sub-functions:

• Anti-Money Laundering (AML): Supports the AML process through list screening operations (new and existing accounts) which may include suspicious activity investigations and other processes. Also, works closely with AML Unit Managers and AML Process Managers to perform other critical functions. Responsibilities include, but are not limited to:
i. Manage suspicious activity case work in a timely and efficient manner
ii. Execute a variety of tasks in support of the conduct of investigations
iii. Conduct a first level investigation
iv. Summarize in writing, suspicious activity for advanced investigation
v. Escalate cases and issues as appropriate for advanced investigation and analysis
vi. Build and maintain awareness of the broader context and implications of the various types of risk affecting the business (e.g. financial, legal, reputation, etc.)
vii. Assist with filing of Suspicious Activity Reports (U.S.) and Suspicious Transaction Reports (Canada) in accordance with regulations and time limitations

• Back Office Processing: Handles incoming disputes from customers to resolve issues on credit bureau scores and assist in updating actual information

• Collections: Handles incoming and outbound calls to provide customers debt information, help resolve delinquent accounts by recommending solutions, and assists customers with other account-related concerns

• Fraud / Disputes: Handles inbound and outbound calls to identify and investigate possible fraudulent activities, taking actions on securing account protection, and assist customers and merchants in clearing fraud and dispute concerns

• Servicing: Handles incoming calls to provide customers credit card usage information, verification of payment, online technical support, and assist customers with other account-related concerns

• Training: Delivers new-hire training and operational training to associates
5. Other job-related duties that may be assigned from time to time

JOB SPECIFICATIONS/QUALIFICATIONS

Educational Background:

High School Graduate

Professional Experience:
  • None
  • 1 year of Experience in Banking Industry preferred for AML Sr. Ops Reps


Skills Required:
  • Communication skills in delivering appropriate, direct, and straightforward information. Appropriately tailors written and verbal communications.
  • Customer orientation in understanding and listening to customer concerns;
  • Problem solving skills in recommending solutions to address customer needs and expectations
  • Computer-literate
  • Strong attention to detail and good judgment
  • Requires ability to handle difficult calls and sensitive information
  • Team-player
  • Willing to be trained

Job ID: capital-R77581
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • On-Site Gym
    • Pet Insurance
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Adoption Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Snacks
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K) With Company Matching
    • Stock Purchase Program
    • Performance Bonus
    • Relocation Assistance
    • Financial Counseling
    • Profit Sharing
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Internship Program
    • Work Visa Sponsorship
    • Leadership Training Program
    • Associate or Rotational Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)
    • Founder led

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