Senior Associate - Senior Communications Associate, Customer Channels Performance Solutions Communications (Work From Home)

The Customer Channels Performance Solutions Communications Team supports the people who support our customers. When customers need help they reach out to a large network of super-talented agents who have to confidently handle anything that is thrown at them. We help those agents to know the best thing to say or do to help our callers and we enable our operations front line leaders to support our agents in this work.

Why we need you:

We recognize how important having the right information at the right time is in influencing agent performance. You will use your communications expertise to inform, support, provide resources and drive engagement. We need folks like you who are passionate about having exceptional communication practices and who find being critical to the successful delivery of urgent information thrilling!
 

What we value:

• Curiosity: You will seek best practices and be driven to learn about emerging communication tools.

• Collaboration: You will partner across the enterprise to balance urgency and quality and make sure leaders and agents have the information they need at the time they need it.

• Kindness: Change can be challenging. Leading through change is a critical skill. You will demonstrate empathy and optimism and be a positive change agent.

• Confidence: You will deliver significant results that will support thousands of associates across our Channels organization.
   

What you will learn:

• Our customers: You will learn about what our customers experience.  You’ll know what our agents and agent leaders need to know and when they need to know it.

• Our agents and leaders: You will learn what our agents do, how they learn, and what challenges they face.

• Our business: You will learn about how we service customers and about our products and policies.

• Our partners: You will partner with Product, Tech, Risk, and line of business resources and learn how to support them and deliver high quality results.
   

What you will do:

• Communications Creation: You will leverage technical and creative writing skills to develop content in a variety of formats and mediums in order to engage agents and meet stakeholder needs on large, complex initiatives as well as short-term, urgent issues.

• Subject Matter Expertise: You will act as a subject matter expert for communications initiatives and work with various partners to understand performance support needs and make recommendations for support.

• Storytelling: You will utilize your expertise in storytelling by telling a comprehensive and compelling story through verbal and written communication.

• Experience Design: You will partner to develop the tools and processes that will best meet our agent and business’s needs.

• Process: You will contribute to the  processes established to develop agent messaging and deliver communication materials. 

• Measurement:  You will monitor, track and report on content performance, as well as analyze content and campaigns to translate anecdotal or qualitative data into recommendations and plans for improvements.

Critical Skills:

Ability to manage multiple projects simultaneously

Ability to build relationships with various stakeholders and partners

Ability to work collaboratively in a fast-paced environment

Ability to adapt and flex to changing priorities

Ability to learn quickly and translate complex concepts and materials to meet audience needs

Ability to work both independently and as part of a team

Excellent written, verbal and visual communication skills

Excellent organizational skills and attention to detail

Strong technical and creative writing skills

Ability to adapt and optimize content for specific channels, audiences and purposes
 

Responsibilities:

• Ownership (management and implementation) of strategic projects within the department and involving business stakeholders/customers.

• Acting as content subject matter expert and leader within the department.

• Writing, editing and optimizing performance support content so that it can be quickly found and understood in an online system.

• Working with the management team to develop the strategic direction of the team and take the actions necessary to move toward that strategy.

• Identifying solutions for process and content weaknesses and suggesting actionable plans around those solutions.

Work from Home Technology Requirements

• Secure home office environment that is free from background noise and distractions

• Reliable private internet connection that is not supplied via cellular data or hotspot is required

  • A private network that is password protected where you have ownership or line of site sight to every device on the network

  • Internet service must be provided by Cable or Fiber Internet Service Providers (ISP)

  • Hotspots and satellite services are prohibited and do not meet performance criteria required for optimal agent/customer interactions

  • ISP download speeds on VPN must be at least 5Mbps, with 10+ Mbps preferred 

  • To validate ISP speeds from a Chrome browser, go to www.google.com, type Speed Test and run from the Google landing page 

• Both Hardwire and WiFi internet connections are acceptable as long as speed and security requirements are met

Capital One reserves the right to request proof of internet provider, speed and service package from the associate. Requirements are subject to change, as new systems and technology is delivered. Capital One reserves the right to modify internet service requirements with sixty (60) days notice. Internet Service Provider specs can change by provider and location within the US. If you are experiencing consistent issues with internet stability Capital One reserves the right to ask the agent to upgrade internet service to ensure a good customer experience.

Work from Home Location Requirements

This role is 100% work from home. We are unable to consider applicants who do not meet the required Capital One Work at Home compatible internet access or who live in the states of California, Hawaii, or US territories. Work from home U.S. based associates are not permitted to work internationally, outside of the continental United States (i.e. Hawaii or U.S. Territories), or California. 

Basic Qualifications:

- High School Diploma, GED, or equivalent certification

- At least 2 years of communications, marketing, or technical writing experience

Preferred Qualifications:

- Bachelor's Degree or Military Experience

- At least 4 years communications, marketing, or technical writing experience

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