Senior Associate, Senior Communications Associate (Work From Home)

Overview

Senior Associate, Senior Communications Associate (Work From Home)

Are you looking for a challenging role that includes the convenience of working virtually at home? Then a Capital One Customer Operations role may be the role for you! To be eligible for this role, candidates must live within a 100 miles radius of one of the following zip codes (excluding CA) and report in person, when required, with at least 24 hours notice.

• 23060 (Richmond, VA)

• 23320 (Chesapeake, VA)

• 33634 (Tampa, FL)

• 89144 (Las Vegas, NV)

• 19801 (Wilmington, DE) 

• 85029 (Phoenix, AZ) 

• 84120 (Lake Park, UT)

• 43213 (Whitehall, OH)

Who we are:

Our Change Management & 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 Strategy & Implementation: You will develop and execute communication strategies that support large, complex initiatives and urgent business needs, translating priorities into clear, engaging content and coordinated communication  plans across a variety of formats and channels. 

• 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.

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

• 3+ years of communications, marketing, or technical writing experience

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

  • Associates must maintain a minimum of 100 Mbps download / 10 Mbps upload speed from their internet provider 

  • 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

Candidates must live within 100 mile radius of 23060 (Richmond, VA), 23320 (Chesapeake, VA), 33634 (Tampa, FL), 89144 (Las Vegas, NV), 19801 (Wilmington, DE), 85029 (Phoenix, AZ), 84120 (Lake Park, UT) or 43213 (Whitehall, OH) and report in person, when required, with at least than 24 hours notice.

We are unable to consider applicants who: 

• Do not maintain network-compatible internet access

• Live or work beyond the 100 mile radius of their dedicated location, or  

• Live or work in the state of California. 

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

The minimum and maximum full-time annual salaries for this role are listed below, by location. Please note that this salary information is solely for candidates hired to perform work within one of these locations, and refers to the amount Capital One is willing to pay at the time of this posting. Salaries for part-time roles will be prorated based upon the agreed upon number of hours to be regularly worked.

Sales Territory: $80,800 - $92,200 for Content Manager II

Chesapeake, VA: $80,800 - $92,200 for Content Manager II

Tampa, FL: $80,800 - $92,200 for Content Manager II

Las Vegas, NV: $80,800 - $92,200 for Content Manager II

Wilmington, DE: $80,800 - $92,200 for Content Manager II

Columbus, OH: $80,800 - $92,200 for Content Manager II

Phoenix, AZ: $80,800 - $92,200 for Content Manager II

Richmond, VA: $80,800 - $92,200 for Content Manager II

Candidates hired to work in other locations will be subject to the pay range associated with that location, and the actual annualized salary amount offered to any candidate at the time of hire will be reflected solely in the candidate’s offer letter.

This role is also eligible to earn performance based incentive compensation, which may include cash bonus(es) and/or long term incentives (LTI). Incentives could be discretionary or non discretionary depending on the plan.

Capital One offers a comprehensive, competitive, and inclusive set of health, financial and other benefits that support your total well-being. Learn more at theCapital One Careers website. Eligibility varies based on full or part-time status, exempt or non-exempt status, and management level.

This role is expected to accept applications for a minimum of 5 business days.

No agencies please. Capital One is an equal opportunity employer (EOE, including disability/vet) committed to non-discrimination in compliance with applicable federal, state, and local laws. Capital One promotes a drug-free workplace. Capital One will consider for employment qualified applicants with a criminal history in a manner consistent with the requirements of applicable laws regarding criminal background inquiries, including, to the extent applicable, Article 23-A of the New York Correction Law; San Francisco, California Police Code Article 49, Sections 4901-4920; New York City’s Fair Chance Act; Philadelphia’s Fair Criminal Records Screening Act; and other applicable federal, state, and local laws and regulations regarding criminal background inquiries.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation, please contact Capital One Recruiting at 1-800-304-9102 or via email at RecruitingAccommodation@capitalone.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

For technical support or questions about Capital One's recruiting process, please send an email to Careers@capitalone.com

Capital One does not provide, endorse nor guarantee and is not liable for third-party products, services, educational tools or other information available through this site.

Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).