Operations Associate, Canada Complaints

161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,
Operations Associate, Canada Complaints
About Capital One Canada
For over 20 years, we've been on a mission to change banking for good and build relationships by making credit accessible, simple, intuitive and rewarding. We want to help Canadians succeed with credit, because we believe in people - in our customers, in our associates, and in talent like you!
About the Team
Yes, we're a credit card company. But we're more than that too. We're driven by what our customers want, and how to make their lives simpler. We're always looking for creative ways to offer digital solutions that make sense for our customers. With your help, we'll build the next generation of banking in Canada based on customer-focused values, compelling products and great engineering.
About the Role
The Canada Complaints Team is responsible for establishing procedures for dealing with complaints while adhering to key principles of effectiveness, timeliness and accessibility. We're looking for an Operations Associate on our team. The person will play a key role within our cross functional pod of associates responsible for ensuring customer complaints are resolved in compliance to our regulatory and enterprise standards. This individual must be able to effectively communicate and influence partners across multiple functional areas within the organization. Strong customer focus, attention to detail, and the ability to problem solve are essential to succeeding in this role. This is an excellent opportu nity to continue your career in the field of Operations Management.
Your Responsibilities:

• Partner with 3rd parties and internal departments to investigate customer complaints and find solutions to resolve their concerns
• Adhere to company policies, procedures, and regulatory requirements related to complaints management
• Leverage customer data, research and observations to craft actionable insights that help create strategies to improve customer experiences and drive operational performance
• Develop and perform quality assurance routines, controls testing and assessment, and monitoring to identify trends, patterns and areas of improvement
• Maintain knowledge of regulatory and enterprise requirements and operational procedures, and ensure documentation is relevant and updated

Here's What You'll Need To Be Successful:

• A passion for problem solving with the ability to lean into challenges
• Excellent communication skills
• Self-starter, accepts ownership, must be capable of handling multiple tasks in a fast-paced environment
• Solid organizational skills including attention to detail and multi-tasking skills.

Basic Qualifications:

• A passion for problem solving with the ability to lean into challenges
• Excellent communication skills
• Self-starter, accepts ownership, must be capable of handling multiple tasks in a fast-paced environment
• Solid organizational skills including attention to detail and multi-tasking skills.

Preferred Qualifications:

• Experience of working in the Financial Industry.
• Experience of working in Operations, Complaints and Third Party Delivery Sites.
• Fluency in both English and French languages is highly desirable.

Working at Capital One
Enjoy a hybrid work environment, with 3 days in the office. Build a comfortable workspace with our one-time, Work From Home allowance and enjoy our head office located conveniently across the street from Union Station.
Live well-physically, financially and emotionally. Receive support for you and those who are most important to you, with full coverage for spouses, domestic partners, and dependents. With up to $3000 in mental health coverage and up to $5000 in tuition subsidies per year-and much more-you'll discover that Capital One is committed to helping you live your best life.
We may use your information for automated decision making. We may, for certain purposes, render a decision based exclusively on automated processing of your personal information as a part of the candidate screening process.
Capital One Canada is an equal opportunity employer committed to fostering a diverse and inclusive work environment. We consider all qualified applicants and will meet the needs of those requiring reasonable accommodations.
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 [email protected] . 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 [email protected]
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).