How customer-facing associates explore career growth

After years of grappling with self-doubt and uncertainty about what her ideal job looked like, Briana finally tackled her career development head on. She applied to the Capital One Customer-Facing Associate Mobility (CFAM) program to forge a new path in her career.

The program is a full-time, six-month experience for customer-facing associates that introduces them to professional opportunities outside of their current roles, with the potential for a full-time position at the end of the program. These talented associates come from all backgrounds and contribute to building a diverse workforce where every associate can thrive.

Already equipped with six years of experience working as a Capital One Café ambassador, Briana was ready for a new challenge—and the CFAM program was just the opportunity to launch a new career.

Like a kid in a career store

Briana didn’t pay much attention when she first heard about the program; she thought it was a training opportunity where she’d come back to working in the Café at the end, and she was ready for a change of pace. But then she spoke with others who had gone through CFAM, and heard how it opened doors. She knew she had to apply. Once accepted, she was exposed to training and mentorship, and she became more excited about her future at Capital One. For the first time, it seemed like anything was possible for her.

“Before CFAM, I would think small, and it was due to a lack of knowledge of what I could be doing,” Briana said. “CFAM helped me make sense of what I want to do and where I could be going. I’m like a kid in a career store! There are so many different avenues that you get exposed to, and I now feel like I am in charge of my career.”

Briana learned about new roles Capital One has to offer and the skills needed to be successful. And she realized that many of the skills she already had aligned with these opportunities.

Empathic leaders developing talent

Part of what makes the CFAM program so enriching is that Capital One people leaders empower participants to reach new heights. Rita, a process management director in Auto Finance Servicing and one of the CFAM people leaders, saw first-hand how the program opens associates to new possibilities.

Over the last two years, she has hosted two CFAM associates who had little experience in process management. Upon CFAM graduation, Rita’s associates had developed new skills in a critical job family for Capital One and demonstrated their potential for becoming future leaders by serving as mentors for the next class.

For Rita, hosting associates for the CFAM program hit home.

“I grew up in a lower middle-income family and I didn't even know there was such a thing as corporate America growing up,” Rita said. “After high school and then graduating college, my eyes were opened up to other opportunities. I have a soft spot in my heart for people who may not normally get those opportunities. And so lifting others up is really important to me.”

Joining the program as a people leader was an easy choice for Rita.

“I love developing talent,” she said. “I'm at the point in my career where I get the most enjoyment from it. One of my favorite things to do is to give someone visibility to other roles and help them forge a path to achieve their own long-term career goals, whether it’s through hands-on coaching or opening up my own network for mentoring opportunities outside of my team.”

Connections that strengthen success

In addition to working with a people leader, all CFAM associates are paired with a mentor who is instrumental to their success. Briana’s friendship with her mentor, Jason, has been invaluable.

“I'm a single mom with a two-year-old, and I don't have family in Richmond,” Briana said. “I was telling Jason a little bit about me needing to move and how I was going to do it by myself. And when I told him that, he says, ‘I'll help you.’”

Jason gathered a few friends, and they helped Briana move into her new home. That level of care and compassion stuck with her.

Briana said it’s essential that the people offering guidance in the program possess genuine passion for supporting career growth.

“Those connections matter,” she said. “For people who genuinely want to be a mentor to an associate coming in, having emotional intelligence is very important because if you’re not authentic, that could affect the success of the CFAM associate.”

Many paths for growth

Although Briana’s hard work and community leadership was previously recognized through awards, she still felt unsure of how to grow her career. But the CFAM program showed her that she can use the skills she’s already honed through her time as a Café ambassador, planning events and working in the community.

Briana has the confidence and resources to control her career. Regardless of level and role, Capital One invests in associates and offers opportunities for career growth and development. Through mentorship, customizable learning paths and educational assistance, associates enjoy long-term career mobility and success.

“You have to say ‘This is what I want to go after, this is what I want to do,’ and you can pretty much reshape the direction of your career,” Briana said. “And you don't have to feel like they're not going to take me seriously because I don't have these qualifications. CFAM was a great opportunity, and everyone who can go for it, should go for it.”