Firefighter to Café ambassador: A life of service

After an injury derailed Naiza's 16-year career as a firefighter and paramedic, she needed to make a career switch. She still wanted to follow her passion for service and human connection. Now, as a Café ambassador at Capital One’s Hollywood location, she is still able to impact people’s lives and build relationships with her community.

“People would come up to me and remember me from the fire department. Now, people come up to me and thank me for helping them with their accounts” Naiza said. “Supporting people and giving them that feeling of independence, it's great to be the person to help them.”

A passion for service

Naiza’s career at Capital One began in 2013 as a banker at a Capital One branch in Montgomery County, Maryland. As Capital One moved to digital products and reimagined traditional banking roles, Naiza was able to pick up skills as a teller, which allowed her to better help customers. She could assist them with banking needs, such as opening or closing an account, or work as a teller, withdrawing funds and making payments. 

“We could take on customers from the time they walk into the door, and I could assist them. It helped that bond grow because we really could do anything,” Naiza said.

Naiza’s manager was impressed by her passion for customer service and her willingness to learn new skills. During a meeting, he encouraged Naiza to shadow the Capital One Café in Washington, D.C., to see if she would be interested in pursuing a career in Cafés as they opened up around the country. The role at the Café would build on her flexibility and innovation, as she would help customers with banking needs, technical issues or make connections over a cup of coffee.

Naiza applied in 2019 and got a Café ambassador position in Los Angeles. She was able to pursue a lifelong dream–living and working in southern California. Capital One supported her as she packed her van to fulfill another dream of hers–driving cross-country with her daughter. 

“Capital One helped me achieve all my dreams,” Naiza said.

California dreaming

Naiza’s prior experience in customer service helped her excel in her new position. 

“The Café ambassador role encompasses everything I did in my previous life as a first responder. I’m able to talk to people from different cultures, backgrounds and walks of life and directly help them,” Naiza said.

In addition to her day-to-day tasks as a Café ambassador, Naiza is a Money & Life Program mentor, a career development program where she guides customers through workshops and helps them make a plan for financial well-being.

One particular memory from her work with the Money & Life Program stands out. She was able to help a customer solve an immediate financial issue, which led to him finding reliable housing and applying for a scholarship at a local university. Not only was this customer more secure financially, he found the confidence to pursue his goals.

“The sessions really made him think and self observe and got him excited about breaking barriers,” Naiza said. “It was the catalyst to get him out of that fog. It was a really satisfying feeling to give him that support.” 

Naiza also assists the Café in partnering with local charities and organizations to provide community support. Most recently, she, along with other associates, participated in LA’s Pride celebrations by partnering with a local LGBTQ+ community center to distribute water, food and other hygiene products.

Now, Naiza is continuing to offer customers financial support and building relationships at the Hollywood Café.

“There doesn’t always have to be an emergency to help people,” Naiza said. “At Capital One, I’m able to make an impact on people’s lives.”